SOLUTIONS ARCHITECT/ TIER 3 ENGINEER

Solutions Architect / Tier 3 Engineer

Managed Services — Solution Design & Senior Technical Escalation

Position Summary

Anderson Technologies is a trusted technology advisor that helps growing organizations build the technology, cybersecurity, and operational foundations needed to scale with confidence. For more than 30 years, we have partnered with business leaders to align technology investments with business goals, reduce risk, improve operational maturity, and create a stronger platform for future growth.

Growth is not only what we help our clients achieve. It's what we expect for our team. We invest in people who are curious, accountable, collaborative, and committed to continually developing their skills while helping clients solve meaningful business challenges.

We are seeking a Solutions Architect / Tier 3 Engineer to serve as our highest point of technical escalation and the lead technical designer for client solutions. This is a hybrid architect-and-engineer role: you will resolve the complex, high-stakes issues that Tier 1 and Tier 2 cannot, while designing the cloud, network, and infrastructure solutions that underpin new projects, migrations, and client onboarding.

Working closely with the VP of IT Operations, the service desk, and the project delivery team, you will own the technical depth of the practice — raising the standard of our support, strengthening how our projects are scoped and delivered, and mentoring the engineers around you. It is a role for a senior technologist who solves the hardest problems and makes everyone on the team better in the process.

Key Responsibilities

Tier 3 Escalation & Advanced Support

• Serve as the final escalation point for the most complex service desk tickets that exceed Tier 1 and Tier 2 capability, including issues breaching SLA thresholds.
• Diagnose and permanently resolve Microsoft 365, Azure, networking, and connectivity issues, including business-critical outages affecting client internet and VoIP phone systems.
• Lead root-cause analysis to move recurring incidents from repeated break/fix to permanent remediation, and document fixes in the knowledge base.
• Identify patterns across escalations and recommend improvements to service desk processes, tooling, and standards that reduce ticket volume and speed resolution.

Solution Architecture & Design

• Architect cloud, hybrid, and on-premises environments that are secure, resilient, and scalable to each client’s needs.
• Design Azure and Microsoft 365 environments with an emphasis on operational resilience, backup, and business continuity.
• Evaluate and recommend platforms, tools, and standards to be adopted across the client base.

Cloud & Microsoft 365 Administration

• Provision and manage Azure subscriptions for client projects, including access control and cost visibility.
• Administer Microsoft 365 tenants, manage tenant-to-tenant migrations, resolve duplicate accounts, and manage licensing.
• Configure and maintain directory synchronization and identity across client tenants.

Migration, Onboarding & Project Delivery

• Serve as technical lead for new client and end-user onboarding, ensuring clean cutover and data integrity.
• Lead file and data migrations and resolve sync and integration issues across platforms such as SharePoint, Egnyte, and mapped network drives.
• Partner with the project delivery team to translate designs into executable plans, guide resourcing and sequencing, and uphold scope, timeline, and quality standards throughout delivery.
• Provide technical oversight and quality assurance on project execution, stepping in to resolve technical roadblocks that put timelines at risk.

Pre-Sales & Solution Engineering Support

• Provide technical input and effort estimates for Statements of Work (SOWs) and IT assessments.
• Support sales engineering with hardware and software quotes, sizing, and vendor sourcing.
• Translate client requirements into accurate, deliverable technical scope.

Security & Compliance

• Manage and tune remote monitoring and management (RMM) and security alerting to reduce noise while catching real threats.
• Validate backups and disaster-recovery readiness across client environments.

Technical Leadership & Mentorship

• Establish and maintain runbooks, standard operating procedures, and configuration documentation that make both support and project delivery more consistent and repeatable.
• Model strong troubleshooting discipline and knowledge-sharing, serving as a go-to technical resource the team relies on.
• Champion continuous improvement — identifying bottlenecks across support and delivery workflows and driving practical fixes.

Required Qualifications

• Minimum 7 years in an MSP or IT services environment, with progressively greater technical responsibility.
• Deep, hands-on expertise administering Microsoft 365 and Microsoft Azure.
• Strong networking fundamentals: LAN/WAN, VPN, firewalls, DNS, and VoIP troubleshooting.
• Proven experience with tenant, email, and file-share migrations.
• Working proficiency with PSA and RMM tooling (e.g., Autotask, ConnectWise, Kaseya, NinjaOne, or Datto RMM) in a ticket-driven environment.
• Excellent root-cause troubleshooting and the discipline to resolve issues permanently.
• Clear, client-ready written and verbal communication, including the ability to explain technical concepts to non-technical stakeholders.

Preferred Qualifications

• Relevant certifications such as Microsoft Azure Administrator, Microsoft 365 Certified: Administrator Expert, CompTIA Network+ / Security+, or equivalent.
• Experience mentoring or coaching junior technicians or leading a technical workstream.
• Familiarity with backup / BCDR, security-awareness, and compliance platforms.
• Prior client-facing solution design or pre-sales engineering experience.

Core Competencies

• Ownership & Follow-Through — takes end-to-end responsibility for hard problems and sees them through to permanent resolution.
• Leads by Influence — elevates the people and processes around them without relying on formal authority: coaches peers, sets the technical standard, and builds trust across teams.
• Adaptability & Prioritization — thrives in a fast-paced environment and manages multiple client needs without daily direction.
• Client-Focused Judgment — balances technical excellence with business context to recommend right-sized solutions.
• Structured & Repeatable — brings process, documentation, and consistency to everything they touch.
• Collaboration — works effectively across the service desk, project delivery, and sales engineering.
• Education — Bachelor’s degree or equivalent experience and certifications.