Level III Technician

A local, growing MSP s looking to hire a Level III Technician to bridge the gap between the helpdesk and project team. This person will provide escalated technical support and serve as a Subject Matter Expert for the Help Desk team. The Technician III will troubleshoot complex technical issues, guide junior technicians, and ensure high-quality customer service. 

You will be working with a variety of technologies including network devices, servers, and desktops. You will be working hands on with escalated tickets and solving them before passing along to the project team. You will also be managing level 2 tickets that are not resolved. They need someone with strong communication who can be a tech SME and help the team operate more efficiently. 

Responsibilities:

• Provide third-level support for computer hardware, software, and networks.

• Ensure proper documentation, notification, and escalation of all incidents.

• Communicate with clients via phone, email, and in person.

• Troubleshoot and resolve hardware and software problems.

• Identify and resolve issues related to routing, switching, Active Directory, DHCP, and DNS.

• Perform additional duties as assigned by the Help Desk Lead.

Required Skills & Experience:

• Strong customer service and communication skills, including the ability to explain technical terms to non-technical users.

• Ability to handle multiple assignments with attention to detail.

• Experience with Windows Desktop and Server Operating Systems, including Active Directory and Group Policy.

• Hands-on experience with VMware ESXi and Microsoft Hyper-V.

• Proficiency with Microsoft 365, including Intune, SharePoint, and Defender.

• Experience with SMB networking equipment, including SonicWall, FortiGate, Meraki, and UniFi.

• Typing speed of at least 40 words per minute.

• Reliable transportation for occasional client site visits.

• Ability to lift and move PC system components as needed.

What You Will Be Doing:

• Technical Breakdown:

• 70% Troubleshooting and Support

• 20% Documentation and Communication

• 10% Strategic Planning and Mentorship

The Offer:
You will receive the following benefits:

• Competitive salary based on experience

• Health, dental, and vision insurance

• 401(k) with company match

• Paid time off and holidays

• Professional development opportunities

Applicants must be currently authorized to work in the US on a full-time basis now and in the future.