Provide advanced technical support for a variety of IT systems
Troubleshoot and resolve complex issues escalated from Level 1 and Level 2 technicians
Design, implement, and manage robust network solutions
Monitor network performance to identify potential issues
Perform regular maintenance and upgrades on client systems
Maintain strong relationships with clients
Lead and manage IT projects
Create and maintain detailed documentation for all client environments
Provide guidance and mentorship to Level 1 and Level 2 technicians
Ensure that all client systems comply with relevant regulations
Provide on-call support for critical issues

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
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
Strong analytical skills to diagnose and resolve complex technical issues
Excellent verbal and written communication skills

MSP Level 3 Technician

Key skills