IT Technician III - MSP Network & Operations Specialist

TeamLogic IT, Manchester, NH•Manchester, NH

14d

About The Position

TeamLogic IT is seeking an experienced Level III MSP Operations Technician for a senior-level, client-facing role in a managed services environment. The position focuses on network infrastructure, firewall administration, and day-to-day MSP operations. The technician resolves complex technical issues, takes ownership of client environments, drives proactive maintenance, and serves as a trusted technical advisor. The role works closely with technical and sales teams on pre- and post-sales engagements, discovery, site surveys, technical assessments, and account management. The role includes serving as a senior service desk escalation point; responding to and prioritizing support requests; provisioning systems; using RMM tools to identify and resolve issues; conducting on-site work; maintaining client documentation; administering firewalls and LAN/WAN infrastructure; managing Windows Server and Microsoft 365 environments; and collaborating with sales and clients on technical needs and recommendations. Candidates should be results-oriented, self-motivated, energetic, professional, reliable, and team-oriented.

Requirements

At least 5 years of hands-on IT experience, including a minimum of 2–3 years in an MSP environment.
Proven experience administering and troubleshooting firewalls and network infrastructure in a multi-client MSP setting.
Strong working knowledge of LAN/WAN, VLANs, routing protocols, VPNs, and wireless networking.
Experience with at least one major firewall platform: Fortinet FortiGate, SonicWall, Cisco Meraki, Palo Alto, or WatchGuard.
Proficiency in Windows Server administration, including Active Directory, DNS, DHCP, and Group Policy.
Experience administering Microsoft 365 and Azure AD.
Familiarity with RMM and PSA platforms such as ConnectWise, Autotask, Kaseya, N-central, or NinjaRMM.
Experience with Windows 10/11, Windows Server 2016/2019/2022, and macOS.
A college diploma or university degree in Computer Science or a related field, and/or at least 5 years of equivalent professional experience.
Strong interpersonal and communication skills and the ability to interact professionally with clients at all levels.
Ability to multitask, prioritize effectively, and remain calm under pressure.
Reliable transportation for on-site client visits.

Nice To Haves

Industry certifications such as CompTIA Network+, Security+, CCNA, Fortinet NSE, or Microsoft certifications (MCSA/MCSE/MS-900/AZ-900).
Experience with backup and disaster recovery platforms such as Datto, Acronis, or Veeam.
Familiarity with cybersecurity frameworks and best practices in an MSP context.
Experience with VoIP administration, such as 3CX or RingCentral.

Responsibilities

Serve as the senior escalation point for complex tickets from Level I and Level II technicians.
Respond to support requests by telephone, web portal, and email, resolving them courteously and promptly.
Prioritize incidents and service requests according to SLA processes.
Provision and configure systems for new client hires and onboarding.
Use RMM tools and diagnostic utilities to proactively identify and resolve issues across managed client environments.
Perform on-site hardware repairs, peripheral deployments, and infrastructure work when remote resolution is inappropriate.
Perform and oversee preventative maintenance for workstations, servers, printers, and network equipment.
Maintain accurate documentation of client environments, configurations, and procedures in the PSA/ticketing system.
Administer, configure, and maintain network firewalls.
Design, implement, and support LAN/WAN infrastructure, including switches, VLANs, routing, and wireless networking.
Configure and manage site-to-site and remote-access VPN solutions.
Monitor network performance and security, identifying and remediating vulnerabilities or degraded performance.
Review firewall rules, manage policies, and conduct security audits.
Assist with network design and architecture for new client environments and infrastructure upgrades.
Troubleshoot complex network connectivity and performance issues across multi-site client environments.
Administer Windows Server environments, including Active Directory, DNS, DHCP, File & Print Services, and Group Policy.
Support Windows Server 2016, 2019, and 2022 environments.
Manage and support Microsoft 365 and Azure AD environments, including Exchange Online, Teams, SharePoint, and Intune.
Install, configure, and maintain antivirus/EDR solutions and keep definitions and policies current.
Assist with backup and disaster recovery solution management and testing.
Collaborate with sales on pre- and post-sales engagements, including discovery meetings, site surveys, technical proposals, and presentations.
Provide technical account management for key clients and serve as a subject matter expert.
Identify opportunities to improve client environments and proactively communicate recommendations.
Ensure company safety, security, and compliance standards are met across client environments.