IT Support Specialist III (MSP)

About the role

The IT Support Specialist III at TruAdvantage is a highly experienced technical leader responsible for resolving complex issues, driving high-quality service delivery, and mentoring junior engineers.

Responsibilities

• Serve as the escalation point for complex technical issues across infrastructure, networking, and cloud environments
• Diagnose and resolve advanced issues in Microsoft, networking, and virtualization stacks
• Lead root cause analysis and problem resolution efforts
• Provide guidance and mentorship to Level 1 and Level 2 engineers
• Complete tickets and projects within SLA and quality standards
• Ensure all scheduled work is properly tracked and executed
• Participate in on-call rotation as required
• Maintain accurate and detailed time entries and documentation
• Act as a trusted technical advisor for clients, including participation in client meetings (pre- and post-sales)
• Communicate effectively with both technical users and executive stakeholders
• Manage high-pressure situations and provide clear guidance during critical incidents
• Lead or contribute to infrastructure projects including system upgrades, migrations, and implementations
• Conduct pre-project planning, scoping assistance, and client briefings
• Deliver projects on time or manage expectations effectively when risks arise
• Develop and maintain technical documentation and standard operating procedures
• Identify service trends and recommend improvements
• Ensure adherence to company processes, SLA requirements, and documentation standards

Qualifications

• Bachelor’s or associate degree in computer-related field, with courses in computer science
• Three to eight years related experience OR Equivalent combination of education and experience
• Minimum 4 years’ experience - Active Directory Support, Microsoft Windows and Server Support, Microsoft Azure Support
• Minimum 4 years’ experience - Switches/VPN/vLAN/Routing/Firewalling Support
• Minimum 4 years’ experience – Productivity Suites (Microsoft 365/Google Workspace)
• Minimum 4 years’ experience - Server Hardware Technologies (CPU/RAID) Support
• Minimum 4 years’ experience - Data Backup and Recovery Support, Enterprise Antivirus Support, Cyber-Security Solutions and Support
• Have multiple certifications, high skill level. Certifications in the following areas are preferred: Microsoft 365 and Azure, CompTIA+, ITIL, Cyber Security