Senior IT and MSP Level 3 Technician

About the role

We are a fast-growing Managed IT Services provider on a mission to redefine what Small and Medium-sized businesses expect from their technology partner. This is a ground-floor opportunity where your expertise will directly shape how we grow and serve our clients — with real paths to senior leadership and specialized roles as the business scales.

Responsibilities

• 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.
• Design, implement, and manage robust network solutions to ensure optimal performance and security for clients. Monitor network performance to identify potential issues and take proactive measures.
• Perform regular maintenance and upgrades on 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.
• Maintain strong relationships with clients by providing professional and timely support. Understand client needs and recommend appropriate technology solutions to enhance their business operations.
• Lead and manage IT projects, including system migrations, network installations, and software deployments. Coordinate with internal teams and external vendors to ensure successful project delivery.
• Create and maintain detailed documentation for all client environments, including network diagrams, system configurations, and troubleshooting procedures. Ensure that all documentation is accurate and up-to-date.
• 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 that all client systems comply 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. Respond to emergencies promptly and take appropriate actions to minimize downtime and loss of data, including after-hours and weekend support as needed.

Requirements

• 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.
• Proficiency in Windows and Linux server environments, virtualization technologies (VMware, Hyper-V), and cloud platforms (Azure, AWS).
• Strong knowledge of networking protocols, firewalls, VPNs, and cybersecurity best practices. Experience with monitoring tools such as SolarWinds, Auvik, or similar.
• Hands-on experience with Remote Monitoring and Management (RMM) tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
• Proficiency in documentation tools like Hudu, IT Glue, or SharePoint, with experience in structured IT documentation and process standardization.
• Strong analytical skills to diagnose and resolve complex technical issues, with proven experience managing IT projects from inception to completion.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical clients and provide outstanding customer service.
• Ability to work in a fast-paced, evolving technology environment, continuously learning and contributing to a collaborative team culture.

Qualifications

• The ability to work both onsite and remotely, depending on client needs. Occasional travel to client locations and a valid driver's license are required.
• Flexibility in working hours, including evenings and weekends, may be required to accommodate client emergencies or project deadlines.

Benefits

• Competitive salary and performance-based bonuses
• 401(k) with company-sponsored profit sharing, giving you a direct stake in the success and growth of the business
• Generous paid time off and holiday schedule
• Professional development opportunities and reimbursement for certifications
• Flexible working hours and remote work options
• A supportive and collaborative work environment

Pay

Competitive salary and performance-based bonuses

Schedule

Flexible working hours and remote work options