MSP Level 3 Technician

Job Description

Job Description

Benefits :

401(k)

401(k) matching

Bonus based on performance

Dental insurance

Health insurance

Paid time off

Training & development

Vision insurance

MSP Level 3 Technician

Summary :

We are seeking an exceptional MSP Level 3 Technician to serve as our highest-level technical expert and project leader. This role combines deep technical expertise with strategic thinking, client consultation, and team leadership. You will tackle the most complex challenges, architect solutions, lead major initiatives, and service as the final escalation point for critical issues. The ideal candidate is a professional who can seamlessly blend hands-on technical skills with business acumen and leadership skills.

Responsibilities :

• Technical Support : Provide advanced technical support and escalations 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.
• Network Management : 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.
• System Administration : 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.
• Client Interaction : Maintain strong relationships with clients by providing professional and timely support. Understand client needs and recommend appropriate technology solutions to enhance their business operations.
• Project Management : 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 on time and within budget.
• Documentation : 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.
• Training and Mentorship : 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.
• Compliance : 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.
• Emergency Support : Provide occasional 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.

Knowledge, Skills, & Qualifications :

• Experience & Education : 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.
• Technical Expertise : Proficiency in Windows and Linux server environments, virtualization technologies (VMware, Hyper-V), and cloud platforms (Azure, AWS).
• Networking & Security : Strong knowledge of networking protocols, firewalls, VPNs, and cybersecurity best practices. Experience with monitoring tools such as SolarWinds, Auvik, or similar.
• RMM & Ticketing Systems : Hands-on experience with Remote Monitoring and Management (RMM) tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
• Documentation & Process Management : Proficiency in documentation tools like Hudu, IT Glue, or SharePoint, with experience in structured IT documentation and process standardization.
• Problem-Solving & Project Management : Strong analytical skills to diagnose and resolve complex technical issues, with proven experience managing IT projects from inception to completion.
• Communication & Customer Service : Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical clients and provide outstanding customer service.
• Adaptability & Team Collaboration : Ability to work in a fast-paced, evolving technology environment, continuously learning and contributing to a collaborative team culture.

Work Environment

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.

• Fast-paced and dynamic environment, with a focus on delivering high-quality IT support to SMB clients.
• Collaborative and supportive team culture.
Benefits :
• 401(k)
• Comprehensive health, dental, and vision insurance plans
• Retirement savings plan with employer matching
• 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

Company Overview

We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged. At TeamLogic IT, you'll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses. If you have a strong IT background, a problem-solving mindset, and a passion for innovation, you'll thrive in our fast-paced, ever-evolving industry. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions. As part of a local office, you'll also benefit from the collaboration and support of a vast network of technicians across North America.