L3 Technician

Hansen Gress is a fast-growing, Alaska-based Managed Services Provider with deep roots in Juneau and active expansion into Anchorage. We’re 26 people today, scaling quickly, and investing in the people and systems needed to serve our clients with consistency and excellence.

We run lean, trust our team, and believe in leadership that works alongside people—not above them. We’re relationship-first, execution-focused, and allergic to bureaucracy. If you want to own your work, improve how things get done, and grow into something bigger, this is the right place.

The L3 MSP Technician is our highest individual contributor technical role—and one of the most important seats in the company. You’re the person we trust with our hardest problems, our most complex client environments, and our most critical escalations.

This isn’t just a “senior tech” role. At L3, you’re expected to identify patterns across clients, build and improve processes, reduce key-man risk through documentation and training, and proactively raise the technical bar across the team. You bring structure and repeatability to everything you touch.

L3 MSP Technicians at Hansen Gress are capable of operating across our three core technical functions—Help Desk, Project, and Centralized Services—but will typically be hired into one or two concentrated areas. You’re the person who holds the line when things get hard, and who makes things better when they’re not.

L3 is also a milestone. Technicians operating consistently at this level are the first considered for future leadership and specialization opportunities—including roles like Onboarding Manager, Help Desk Manager, Centralized Services Manager, and others as the company grows.

• Take ownership of complex, high-priority escalations from L1 and L2 technicians across Help Desk, Project, and Centralized Services functions.
• Resolve advanced issues involving Windows Server environments, Microsoft 365, Active Directory, Group Policy, DNS, and enterprise security configurations.
• Configure, maintain, and support virtualization platforms including Hyper‑V—VM builds, migrations, and ongoing maintenance.
• Administer and troubleshoot Azure Virtual Desktop (AVD) environments and related Microsoft cloud technologies.
• Configure and troubleshoot firewalls, switches, VLANs, VPN connectivity, and LAN/WAN infrastructure across platforms including Sonic Wall and Ubiquiti.
• Utilize Power Shell and CMD scripting for automation, troubleshooting, and system administration tasks.
• Leverage AI tools actively and fluently to force‑multiply your output—whether that’s accelerating documentation, automating repetitive work, diagnosing complex issues faster, or building better client‑facing materials. At L3, AI proficiency is a professional expectation, not a nice‑to‑have.
• Anticipate technical risks before they become client problems—evaluate business impact, flag issues proactively, and maintain clear records of outcomes and contributions.

• Create and improve processes—not just follow them. At L3, you’re expected to lead documentation standards and build repeatable systems that reduce key‑man risk.
• Actively train and teach teammates. You’re responsible for helping others grow, not just solving problems yourself.
• Build playbooks, standardize delivery, and identify opportunities for automation that improve consistency and scale across the team.
• Document client environments, recurring issues, and resolutions so that institutional knowledge lives in the system, not just in your head.

• Communicate clearly and proactively with clients and internal staff—especially in high‑pressure situations where confidence and clarity matter most.
• Set and manage client expectations accurately, keeping relevant stakeholders informed on timelines, risks, and progress.
• Communicate trends, risks, and service improvements upward to leadership with context and clarity.
• Understand your clients’ businesses, not just their technology. L3 technicians are expected to know how a client operates, what matters to their leadership, and how a technical issue or…