Tier 4 IT Helpdesk, MSP/NOC Support Agent

The Tier 4 IT Support / NOC Engineer is the final and highest level of technical escalation within the organization, positioned above Tier 3. This role owns the resolution of the most complex, highest-impact, and highest-visibility cases, including escalations from VIP accounts, Brand Managers, and client executives. Tier 4 acts as the technical authority and mentor across the support organization, providing real-time assistance to Tier 2 agents when Tier 3 is unable to resolve an issue, and to Tier 3 Engineers and the Brand Management team on an ongoing basis.

Beyond reactive escalation handling, this role carries strategic responsibility for special projects (site planning, design, and deployment), brand relationship coordination, and deep technical analysis of infrastructure health using SNMP data, application logs, and syslogs. Tier 4 partners closely with Network Engineering, ERT, Installs, Logistics, and equipment vendors to ensure new technologies are integrated smoothly into the production network.

Key Responsibilities

Escalation Ownership & Executive Support

• Serve as the final point of escalation from Tier 3, resolving the most complex and highest-impact incidents.

• Work escalations originating from VIP accounts and escalations raised directly by Brand Managers or client executives.

• Own communication and resolution ownership for executive-level and brand-sensitive cases end-to-end.

• Provide clear, timely updates to leadership and client executives during high-visibility incidents.

Real-Time Escalation Assistance

• Provide real-time assistance to Tier 2 agents when Tier 3 Engineers are unable to resolve an issue.

• Provide real-time assistance to Tier 3 Engineers and the Brand Management team on active cases.

• Work server-side and other escalated cases referred by the Tier 3 Engineering Group.

• Discuss ideas and alternative approaches with Tier 3 Engineers to resolve escalated, recurring, or highly impacting issues.

• Act as a technical mentor, coaching Tier 3 (and, where needed, Tier 2) on troubleshooting methodology and root cause analysis.

Brand & Client Coordination

• Coordinate support activities with brand-specific Project Managers.

• Participate in regular brand-specific meetings to stay current on brand requirements, standards, and expectations.

• Serve as a technical liaison between the NOC/support organization and brand or client stakeholders.

Special Projects & Deployment

• Work on special projects such as planning, designing, and implementing new locations or deployments.

• Support pre-deployment technical readiness reviews and post-deployment validation for new sites.

• Contribute technical design input for network builds, upgrades, and brand rollout initiatives.

Infrastructure Analysis & Root Cause Investigation

• Provide analysis, aggregation, and correlation of SNMP data, application logs, and syslogs to isolate and identify faults in the production infrastructure.

• Lead root cause analysis for recurring or systemic issues surfaced by Tier 3, and document findings and corrective actions.

• Identify trends across incidents and recommend infrastructure or process improvements.

Systems & MSP Support

• Solve the most complex Windows/macOS issues escalated from Tier 3 and lead Root Cause Analysis for recurring, systemic problems.

• Architect and manage Hybrid Active Directory, Azure/Entra ID, and the full Microsoft 365 suite across client environments.

• Help build advanced PowerShell scripts and RMM workflows to automate manual tasks and monitoring at scale.

• Oversee EDR security deployments and lead disaster recovery operations.

Security Operations & Compliance

• Monitor security event logs and SIEM alerts for potential threats or breaches.

• Implement and maintain network security policies and access control lists (ACLs).

• Respond to security incidents and coordinate with the security operations team.

• Perform security vulnerability assessments on network devices.

• Ensure compliance with organizational security standards and regulatory requirements.

• Maintain audit logs and documentation for compliance reporting.

• Participate in security incident response procedures.

Cross-Functional Collaboration

• Work closely with Network Engineering, ERT (Emergency Response Team), Installs, Logistics, and equipment vendors as new equipment and technologies are integrated into the production network.

• Coordinate with field technicians and dispatch for complex on-site troubleshooting tied to escalated cases.

• Partner with Tier 3, Training Department, and account management stakeholders on training and knowledge transfer to reduce repeat escalations.

Requirements

Technical Skills

• Advanced knowledge of TCP/IP, routing protocols, VLANs, QoS, and enterprise network architecture.

• Expert-level experience with Cisco, Ruckus, Aruba/HP, and Meraki routers, switches, and wireless controllers.

• Advanced firewall configuration and troubleshooting (Cisco ASA, Fortinet, Watchguard).

• Proficiency with monitoring platforms including SolarWinds, PRTG, Nagios, Zabbix, and proprietary systems such as Cosmos.

• Advanced packet-level analysis using Wireshark, tcpdump, and related tools.

• Strong understanding of SNMP data analysis, syslog correlation, and application log review for root cause isolation.

• Experience with VPN, SD-WAN, load balancers, and both wired and wireless enterprise networking.

• Familiarity with Property Management Systems (PMS) and hospitality technology (preferred).

Certifications

Preferred: CCNP or CCIE, Ruckus Certified, Aruba Certified, Meraki Certified, or other advanced networking certifications (CompTIA Network+, CWNP, Fortinet NSE).

Experience

• 3+ years of network operations, NOC, or senior technical escalation experience.

• Demonstrated experience owning executive-level or VIP account escalations.

• Experience mentoring or providing real-time technical guidance to Tier 2/Tier 3 staff.

• Experience supporting site planning, design, or deployment projects.

Soft Skills

• Exceptional communication skills, with the ability to interface confidently with client executives and Brand Managers.

• Calm, decisive leadership under pressure during critical or high-visibility incidents.

• Strong mentoring and coaching orientation toward Tier 2 and Tier 3 staff.

• Excellent prioritization and time management across concurrent escalations and projects.

• Collaborative approach to cross-functional work with Engineering, ERT, Installs, and Logistics.

Education

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

Working Conditions

Shift work required (24/7 operations).

On-call availability may be required for executive and VIP escalations.

Office-based position, with remote work options possible.