Level 3 Support Technician

This is a remote position.

SUMMARY

This role is tailored for a High Tier 2 or Low Tier 3 engineer who thrives on a diverse workload. You will handle everything from everyday support requests to complex technical escalations from other team members. While 95% of your day is focused on technical resolution and project support, you will also wear a "Service Coordinator" hat about 5% of the time—helping triage tickets, manage client expectations, and ensure streamlined service delivery. This position offers a distinct growth trajectory, with the goal of training you to independently lead and execute IT projects within the next year.

JOB RESPONSIBILITIES

• Diverse Technical Support: Handle a wide variety of technical issues, seamlessly shifting from standard low-level support tickets to acting as an escalation point for other technicians.
  
• Project Assistance & Growth: Assist the Project Team with complex tasks, such as setting up and configuring firewalls. You will be actively trained and expected to start taking on and running your own projects within your first year.
  
• Own the Client Experience: Serve as the primary point of contact for clients, ensuring exceptional, clear, and positive communication from ticket creation to resolution.
  
• Light Service Coordination: Triage incoming requests, assign proper priorities and SLAs, ensure tickets have excellent documentation, and coordinate with other departments to resolve non-reactive issues.
  
• Problem Solving & Process Improvement: Go beyond surface-level fixes to identify and solve root-cause problems. Create detailed ticket notes and build new procedures when missing processes are identified.
  

• Advanced Technical Skills: Deep understanding and hands-on experience with Office 365 (Entra ID, Exchange, SharePoint, OneDrive).
  
• Networking Knowledge: Solid foundational networking skills, including DNS, DHCP, and experience setting up firewalls.
  
• MSP Experience: Previous experience working in a Managed Services environment is highly preferred.
  
• Tool Familiarity: Experience with Autotask, IT Glue, and DattoRMM is a massive plus (though we are happy to train the right candidate on our specific stack).
  
• Communication: Exceptional verbal and written communication skills. You know how to talk to non-technical users, manage their expectations, and provide clear, helpful updates to both clients and internal staff.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.