Senior IT Specialist, Level 3

Help clients move forward with technology they can rely on.

AOS is looking for an experienced, hands-on IT professional to lead technical project delivery, solve complex problems, and help clients get lasting value from their technology. We support clients across managed IT and security, networks and infrastructure, print and document management, mobile and connectivity, and AI and automation. As we grow, we are strengthening our systems, processes, and technical capabilities to deliver consistent, high-quality service.

Our values:
Integrity, Responsibility, and Connection guide how we work: communicate honestly, take ownership, and build strong relationships with clients and teammates.

• Reporting to the VP, People and Business Operations
  , you will work across Solutions and Managed Services as a senior individual contributor and Level 3 escalation resource
• You will lead complex technical implementations, resolve advanced issues, and ensure completed solutions are secure, well documented, and ready for ongoing support. This role has no direct reports, but your technical judgment and knowledge sharing will help strengthen the team.

• Deliver technical projects: Lead planning, implementation, testing, and closeout for infrastructure, network, cloud, migration, and security work.
• Resolve complex issues: Troubleshoot Level 3 escalations, support major incidents, coordinate with vendors, and address root causes to prevent repeat problems.
• Own delivery quality: Complete work to the agreed scope and timeline, validate results, and raise risks or missing information early.
• Keep clients informed: Explain technical issues clearly, communicate progress and next steps, and follow through on commitments.
• Prepare complete handoffs: Keep configurations, project notes, and technical documentation current. Confirm monitoring, security controls, support procedures, and ownership before transition to Managed Services.
• Support the team: Share knowledge, contribute to better ways of working, and help with post-implementation support.

• Advanced experience delivering technical projects in an MSP or multi-client environment.
• Proven ability to resolve complex technical issues, manage high-impact incidents, and work effectively with vendors.
• Deep expertise in key technical areas, supported by a strong working knowledge of Microsoft 365, Windows Server, virtualization, networking, firewalls, cloud services, backup, and security.
• Strong troubleshooting, documentation, prioritization, and client communication skills.
• The ability to work independently, collaborate across teams, and stay calm and practical under pressure.
• Relevant certifications or equivalent demonstrated experience. Advanced certifications aligned with your technical strengths are an asset

We value people who take pride in their work and see it through. In this role, you’ll be expected to

• Plan your time, manage priorities, and keep tickets and documentation current.
• Follow agreed processes and meet technical, security, and quality standards
• Respond promptly and flag barriers before they affect delivery.
• Bring recommendations, use sound judgment, and keep the client experience in focus
• Welcome feedback, keep learning, and support your teammates
• Provide onsite and remote support, with flexibility for scheduled project work and urgent client needs.
• Success means reliable project delivery, clear communication, complete documentation, and smooth transitions into ongoing support.