IT Support Specialist III (MSP)

Responsibilities

• Serve as the primary escalation point for complex technical issues across infrastructure, networking, cloud, and security environments
• Diagnose and resolve advanced issues across Microsoft, virtualization, networking, and endpoint technologies
• Perform root cause analysis and implement long-term corrective actions
• Mentor, coach, and provide technical guidance to junior engineers
• Lead troubleshooting efforts during critical incidents and service disruptions
• Complete support requests and projects within established service levels and quality standards
• Maintain accurate documentation, ticket updates, and time tracking
• Participate in after-hours support and on-call rotations as required
• Ensure client environments are maintained according to operational standards
• Identify recurring issues and recommend improvements to increase efficiency and reliability
• Build and maintain trusted relationships with clients and stakeholders
• Lead technical discussions with both technical teams and business leaders
• Act as a trusted technology advisor, helping clients make informed decisions
• Communicate technical concepts effectively to audiences with varying technical backgrounds
• Manage high-pressure situations and provide clear guidance during critical incidents
• Lead or assist with infrastructure upgrades, migrations, implementations, and modernization initiatives
• Participate in discovery sessions, planning meetings, testing, implementation, and validation activities
• Communicate project progress, risks, and recommendations to stakeholders
• Support infrastructure assessments and long-term technology planning
• Develop and maintain technical documentation, procedures, knowledge base articles, and runbooks
• Identify service trends and recurring issues through analysis and reporting
• Recommend improvements that increase operational efficiency, reliability, and client satisfaction
• Contribute to team knowledge sharing and operational excellence initiatives

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, Networking, Cybersecurity, or related field preferred
• 3–8+ years of experience supporting enterprise infrastructure environments or an equivalent combination of education and experience
• Experience supporting Microsoft technologies, networking, virtualization, and cloud platforms
• Experience working directly with users, stakeholders, and clients
• Strong documentation, organization, and time management skills
• Able to manage multiple priorities while maintaining exceptional customer service

Technical Skills

• Microsoft Technologies
• Windows Server Administration
• Active Directory and Group Policy
• Microsoft 365 Administration
• Exchange Online and Hybrid Environments
• Entra ID (Azure AD)
• Azure Services and Identity Technologies
• Microsoft Intune and Endpoint Management
• Networking
• TCP/IP
• DNS and DHCP
• VLANs
• Routing and Switching
• VPN Technologies
• Firewall Administration
• Wireless Networking Technologies
• Network Troubleshooting and Monitoring
• Infrastructure & Virtualization
• VMware
• Hyper-V
• Virtual Machine Administration
• Remote Desktop and Virtual Workspace Technologies
• Enterprise Storage Technologies
• High Availability Solutions
• Backup and Disaster Recovery Systems
• Security & Operations
• Endpoint Security
• Multi-Factor Authentication
• Identity and Access Management
• Vulnerability Management
• Security Best Practices
• Infrastructure Monitoring and Alerting
• Incident Response and Operational Support

Preferred Experience

• SQL Server fundamentals
• Linux administration
• Cloud migrations
• Enterprise backup platforms
• Infrastructure automation and scripting
• Additional firewall and security technologies