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About the Role
Seeking a skilled Managed IT Services (MSP) Level 3 Technician to provide top-tier IT support to Small to Medium-sized businesses, specializing in advanced technical support, network management, and system administration.
Responsibilities
- Provide advanced technical support for servers, networks, and software applications.
- Troubleshoot and resolve complex issues escalated from Level 1 and Level 2 technicians.
- Design, implement, and manage network solutions for optimal performance and security.
- Monitor network performance and take proactive measures.
- Perform maintenance and upgrades on client systems, including patch management, backup and recovery, and system monitoring.
- Ensure systems are secure, up-to-date, and compliant.
- Maintain strong client relationships and recommend technology solutions.
- Lead and manage IT projects, including system migrations and software deployments.
- Coordinate with internal teams and external vendors for project delivery.
- Create and maintain detailed documentation for client environments.
- Provide guidance and mentorship to Level 1 and Level 2 technicians.
- Conduct training sessions to enhance team technical skills.
- Ensure client systems comply with regulations and industry standards.
- Perform audits and assessments to identify vulnerabilities.
- Provide on-call support for critical issues, including after-hours and weekend support.
Requirements
- Minimum of 5 years in IT support, including 2 years in a Level 3 or senior technician role.
- MSP experience preferred.
- Proficiency in Windows and Linux server environments.
- Proficiency in virtualization technologies (VMware, Hyper-V).
- Proficiency in 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 RMM tools like NinjaRMM.
- Hands-on experience with ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
- Proficiency in documentation tools like Hudu, IT Glue, or SharePoint.
- Experience in structured IT documentation and process standardization.
- Strong analytical skills to diagnose and resolve complex technical issues.
- Proven experience managing IT projects from inception to completion.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical clients.
- Ability to work in a fast-paced, evolving technology environment.
- Ability to continuously learn.
- Ability to contribute to a collaborative team culture.
- Ability to work both onsite and remotely.
- Prepared for occasional travel to client locations.
- Possess a valid driver's license.
- Flexibility in working hours, including evenings and weekends, may be required.
Skills
- Advanced technical support
- Network management
- System administration
- Client interaction
- Project management
- Documentation
- Training and mentorship
- Compliance management
- Emergency support
- Windows server environments
- Linux server environments
- Virtualization technologies (VMware, Hyper-V)
- Cloud platforms (Azure, AWS)
- Networking protocols
- Firewalls
- VPNs
- Cybersecurity best practices
- Monitoring tools (SolarWinds, Auvik)
- RMM tools (NinjaRMM)
- Ticketing systems (Autotask PSA, ServiceNow, Zendesk)
- Documentation tools (Hudu, IT Glue, SharePoint)
- Problem-solving
- Communication skills
- Customer service
- Team collaboration
Location
- Onsite
- Remote
Work Type
- Onsite
- Remote
- Hybrid
- Full-time
Experience Level
- Level 3 Technician
- Senior Technician
- 5+ years IT support experience
- 2+ years Level 3/Senior role experience
Education Level
- Bachelor's degree in IT, Computer Science, or related field preferred
- CompTIA Network+, Security+, Microsoft Azure Administrator, or CCNA certifications are a plus
Benefits
- Competitive salary
- Performance-based bonuses
- Comprehensive health, dental, and vision insurance plans
- Retirement savings plan with employer matching
- Generous paid time off and holiday schedule
- Professional development opportunities
- Reimbursement for certifications
- Flexible working hours
- Remote work options
About the Company
- Offers a dynamic and supportive work environment where contributions are valued and professional growth is encouraged.
- Opportunity to work on diverse and challenging projects.
- Enhance technical skills and make a meaningful impact on clients' businesses.
- Thrive in a fast-paced, ever-evolving industry.
- Team driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions.
- Benefit from the collaboration and support of a vast network of technicians across North America.