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 SolarWinds, Auvik, or similar
Hands-on experience with Remote Monitoring and Management (RMM) tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, 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.

MSP Level 3 Technician

Key skills