MSP Level 3 Technician

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
• Lead and manage IT projects, including system migrations, network installations, and software deployments
• Create and maintain detailed documentation for all client environments, including network diagrams, system configurations, and troubleshooting procedures
• Provide guidance and mentorship to Level 1 and Level 2 technicians

• 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 Solar Winds, Auvik, or similar
• Hands‑on experience with Remote Monitoring and Management (RMM) tools like NinjaRMM and ticketing systems such as Autotask PSA, Service Now, 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.