Level 3 IT Support Technician – Escalations

Andromeda Location:

• Lockport, IL Job Type: Full-Time | Hybrid (2 Days In Office) About the Position Andromeda is looking for an experienced Level 3 IT Support Technician to join our Managed IT Services team.
• This position serves as a senior technical resource within our Service Department, handling complex technical issues escalated from our Level 2 technicians while helping develop the technical skills of the team.
• We're looking for someone with a strong technical background who can troubleshoot advanced issues, take ownership of difficult problems, and share their knowledge with others.
• This is a hands-on technical position, not a management role.
• The ideal candidate enjoys solving complex problems but also understands the importance of helping less experienced technicians grow.
• Key Responsibilities Serve as an escalation point for Level 2 technicians when issues require advanced troubleshooting or technical expertise.
• Diagnose and resolve complex issues involving servers, networks, Microsoft 365, virtualization, and business applications.
• Troubleshoot advanced Windows Server, Active Directory, Group Policy, DNS, DHCP, and related infrastructure issues.
• Investigate and resolve networking issues involving firewalls, VPNs, VLANs, routing, switching, and connectivity.
• Support Microsoft 365, Entra ID, Exchange Online, and hybrid environments.
• Troubleshoot virtualization environments, including VMware and Hyper-V.
• Work with vendors and internal teams to resolve complex technical problems.
• Identify recurring technical issues and recommend long-term solutions.
• Mentor Level 1 and Level 2 technicians through troubleshooting guidance, knowledge sharing, and hands-on training.
• Help develop internal documentation, troubleshooting procedures, and technical knowledge base articles.
• Review escalated tickets to identify opportunities for technician development and process improvement.
• Maintain accurate ticket documentation, troubleshooting steps, and resolutions.
• Collaborate with the Service Desk, Field Services, and Professional Services teams when advanced technical assistance is needed.
• Required Qualifications 5+ years of professional IT support experience , including experience in a senior technical or escalation role.
• Strong experience supporting Windows Server environments, Active Directory, Group Policy, DNS, and DHCP.
• Advanced troubleshooting skills across networking, servers, operating systems, and cloud services.
• Hands-on experience with Microsoft 365 administration, Entra ID, and Exchange Online.
• Working knowledge of firewalls, VPNs, VLANs, routing, and switching.
• Experience troubleshooting VMware, Hyper-V, or similar virtualization platforms.
• Ability to independently investigate complex technical issues and determine root causes.
• Experience working with escalated support tickets and coordinating technical resolutions.
• Strong communication skills and the ability to explain technical concepts to both clients and less experienced technicians.
• Willingness to mentor and train other technicians.
• Ability to manage multiple priorities while maintaining ownership of escalated issues.
• Preferred Qualifications Previous experience working for a Managed Service Provider (MSP).
• Experience with ConnectWise Manage, NinjaOne, or similar PSA/RMM platforms.
• Experience with SonicWall, Ubiquiti, Ruckus, or similar networking technologies.
• Familiarity with Microsoft Intune, Defender, and other Microsoft security technologies.
• Experience with backup and disaster recovery solutions such as Datto, Axcient, or similar platforms.
• Experience with PowerShell scripting and automation.
• Microsoft, CompTIA, Cisco, or other relevant technical certifications.
• Experience creating technical documentation and delivering internal training.
• What We're Looking For We're looking for someone who can take a difficult ticket from a Level 2 technician, dig into the problem, and get it resolved.
• Just as importantly, we want someone who is willing to explain what they found, how they fixed it, and how the technician can handle a similar issue in the future.
• The right candidate is technically strong, approachable, patient, and comfortable being a resource for the rest of the team.
• We want someone who takes ownership of problems rather than simply passing them along.
• Our goal is not just to resolve escalations but to continually improve the technical abilities of our entire Service Department.
• Work Location This is a hybrid position based out of our Lockport, Illinois office , requiring two days per week in the office , with the remaining three days eligible for remote work.
• Candidates must live within reasonable commuting distance of Lockport, IL.
• Our Company Since 1994, Andromeda has kept businesses safe, secure, and running.
• We specialize in network design and service for mid-size businesses in the manufacturing sector.

Compensation, Benefits & Perks Compensation:

• 70k to 80k Benefits: Blue Cross Blue Shield Health Insurance Dental Insurance Vision Insurance Optional 401(k), company matches up to 2% Optional life and disability coverage Paid holidays, sick days, and vacation 10 days of vacation and 5 sick days to start Unlimited vacation after 1 year of service Quarterly All-Hands Company Briefings Monthly company activities Annual Company Party Mentorship and opportunities for advancement The Fine Print We require background screening for all positions.
• Many of our technical positions include a hands-on testing component, so be ready to show as well as tell .
• It's Your Move!
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