MSP Level 3 Technician

Benefits

• Flexible schedule
• Opportunity for advancement
• Paid time off
• Profit sharing
• Free uniforms
• Competitive salary and performance-based bonuses
• Generous paid time off and holiday schedule
• Professional development opportunities and reimbursement for certifications
• Flexible working hours and remote work options
• Supportive and collaborative work environment

• 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.

• Minimum of 5 years in IT support, including 2 years in a Level 3 or senior technician role. MSP experience preferred.
• Bachelor's degree in IT, Computer Science, or related field preferred. Certifications such as CompTIA Network+, Security+, Microsoft Azure Administrator, or CCNA are 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 Ninja
  
  RMM and ticketing systems such as Autotask PSA, Service Now, or Zendesk.
• Proficiency in documentation tools such as 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.

This role requires the ability to work both onsite and remotely, depending on client needs. The candidate should be prepared for occasional travel to client locations and possess a valid driver's license. Flexibility in working hours, including evenings and weekends, may be required to accommodate client emergencies or project deadlines.