Senior Level 3 Technician

About the role

We are a Milwaukee-based managed services provider (MSP) delivering end-to-end technology support and infrastructure services for a diverse set of clients. Our focus is on practical, high-quality solutions that keep our clients secure, productive, and confident in their technology. As a growing, service-driven company, we value accountability, clear communication, and a team-first mindset. You will work directly with the owner and a close-knit service team, with real influence on how we design, deliver, and improve our services.

This Senior Level 3 Technician role is ideal for a seasoned MSP engineer who thrives on solving complex problems, owning escalations, and improving client environments over time. You will be the go-to technical expert for cloud, networking, security, and on-premise systems across multiple client environments. In this position, you will have a direct impact on client stability, security posture, and user experience.

Responsibilities

• Independently resolve advanced technical issues and serve as the primary escalation point beyond Level 1/2 support for cloud, server, and networking incidents.
• Review, troubleshoot, and remediate complex issues across Microsoft 365, Azure, Entra (Azure AD), Intune, and on-premise Active Directory environments.
• Drive infrastructure improvement initiatives to enhance client stability, performance, and security, including network design fundamentals, VLANs, and core routing/switching concepts.
• Participate in and help execute technical projects such as cloud migrations, system upgrades, and security hardening efforts, including contributing to scoping and solution planning.
• Maintain strong ticket hygiene, documentation, and response-time discipline while collaborating with internal teams to ensure consistent, high-quality service delivery.

Requirements

• Approximately 4+ years of relevant hands-on technical experience, ideally in a managed services or multi-client support environment.
• Proven ability to independently troubleshoot and resolve complex issues in Microsoft 365, Azure/Entra, Intune, Windows Active Directory, and core networking.
• Working knowledge of cybersecurity practices including vulnerability management, security scanning and remediation, and general security and compliance concepts.
• Strong vigilance, attention to detail, and a practical problem-solving mindset, with a security-first, team-oriented work ethic and the ability to manage remote and on-site client needs.

What Success Looks Like

Within the first 3–6 months, you are the trusted escalation point for complex incidents, consistently resolving Level 3 issues without needing outside assistance. Client environments show measurable improvement in uptime, performance, and security posture through your remediation work and infrastructure recommendations. Technical projects (migrations, upgrades, security initiatives) are delivered on time with minimal disruption, and your input is sought in scoping and planning. Tickets are well-documented, response times are reliable, and clients consistently report positive experiences with your communication and follow-through.

Benefits

• W-2 employment
• Healthcare allowance
• Full-time, on-site role in Milwaukee, WI (must be local; includes vehicle usage/SUV for driving to and from client sites)

Schedule

Standard schedule Monday–Friday, 8:00 a.m. to 4:00 p.m., with possible round-robin on-call rotation as needed