MSP Level 3 Technician

Responsibilities

• Technical Support: Provide advanced technical support for a variety of IT systems, including servers, networks, and software applications.
• Troubleshoot and resolve complex issues escalated from Level 1 and Level 2 technicians.
• Network Management: Design, implement, and manage robust network solutions to ensure optimal performance and security for clients.
• Maintain strong relationships with clients by providing professional and timely support.
• Understand client needs and recommend appropriate technology solutions to enhance their business operations.
• Project Management: Lead and manage IT projects, including system migrations, network installations, and software deployments.
• Care for client systems, including patch management, backup and recovery, and system monitoring.
• Ensure that all systems are secure, up-to-date, and compliant with industry standards.
• Document creation and maintenance for all client environments, including network diagrams, system configurations, and troubleshooting procedures.
• Provide guidance and mentorship to Level 1 and Level 2 technicians.
• Conduct training sessions to enhance the technical skills of the team and improve overall service quality.
• Ensure compliance with relevant regulations and industry standards, including data privacy and cybersecurity requirements.
• Perform regular audits and assessments to identify and address potential vulnerabilities.
• Provide on-call support for critical issues.

Requirements

• Experience & Education: Minimum of 5 years in IT support, including 2 years in a Level 3 or senior technician role. MSP experience preferred. A Bachelor's degree in IT, Computer Science, or a related field is preferred, with certifications such as CompTIA Network+, Security+, Microsoft Azure Administrator, or CCNA as a plus.
• Technical Expertise: Proficiency in Windows and Linux server environments, virtualization technologies (VMware, Hyper-V), and cloud platforms (Azure, AWS).
• Networking & Security: Strong knowledge of networking protocols, firewalls, VPNs, and cybersecurity best practices. Experience with monitoring tools such as SolarWinds, Auvik, or similar.
• RMM & Ticketing Systems: Hands-on experience with Remote Monitoring and Management (RMM) tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
• Documentation & Process Management: Proficiency in documentation tools like Hudu, IT Glue, or SharePoint, with experience in structured IT documentation and process standardization.
• Problem-Solving & Project Management: Strong analytical skills to diagnose and resolve complex technical issues, with proven experience managing IT projects from inception to completion.
• Communication & Customer Service: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical clients and provide outstanding customer service.
• Adaptability & Team Collaboration: Ability to work in a fast-paced, evolving technology environment, continuously learning and contributing to a collaborative team culture.