L3 MSP Technician

MSP Hire•Juneau, AK

1d•Hybrid

About The Position

The L3 MSP Technician is Hansen Gress's highest individual contributor technical role, responsible for handling complex client environments, critical escalations, and driving technical improvements. This role involves identifying patterns, building processes, reducing key-man risk through documentation and training, and proactively raising the technical bar for the team. L3 Technicians are expected to operate across Help Desk, Project, and Centralized Services functions, bringing structure and repeatability to their work. Consistent performance at this level is a pathway to future leadership and specialization opportunities within the company.

Requirements

Substantial IT support experience—typically 5–10+ years—with meaningful time in an MSP or IT services environment.
Demonstrated capability at the L3 level, operating consistently.
Ability to identify patterns across tickets and client environments and use them to prevent problems.
Strong communication skills, both with clients and leadership.
Takes documentation seriously and builds systems that outlast individuals.
Mentors others naturally and shares knowledge.
Organized, detail-oriented, and process-driven, with the ability to move fast when needed.
Adaptable to the dynamic nature of an MSP environment.
Recognized subject matter expert across the full Hansen Gress technology stack.
Deep, current, hands-on expertise across the platforms and disciplines delivered.
Technically reliable, does not speculate or guess under pressure.
Must be based in Juneau.
Ability to pass a basic background check for airport security badging.
Valid driver’s license (or willingness to get one) and the ability to drive.
Deep, hands-on expertise in Microsoft 365/O365 administration—including Exchange Online, Teams, SharePoint, Intune, Entra ID (Azure AD), licensing management, and tenant-level configuration and troubleshooting.
Hands-on experience managing Hyper-V environments, including VM builds, migrations, and maintenance.
Strong understanding of LAN/WAN networking with experience configuring and troubleshooting VLANs, managed switches, and connectivity issues across platforms such as Ubiquiti and SonicWall.
Advanced experience configuring and troubleshooting firewalls, including routing, VPN, access policies, and network segmentation.
Experience administering Azure Virtual Desktop (AVD) and Microsoft 365 cloud technologies.
Basic to intermediate scripting and automation experience using PowerShell and CMD.

Nice To Haves

Living in Alaska is either a passion or a dream to fulfill.
AI proficiency is a professional expectation.

Responsibilities

Take ownership of complex, high-priority escalations from L1 and L2 technicians across Help Desk, Project, and Centralized Services functions.
Resolve advanced issues involving Windows Server environments, Microsoft 365, Active Directory, Group Policy, DNS, and enterprise security configurations.
Configure, maintain, and support virtualization platforms including Hyper-V—VM builds, migrations, and ongoing maintenance.
Administer and troubleshoot Azure Virtual Desktop (AVD) environments and related Microsoft cloud technologies.
Configure and troubleshoot firewalls, switches, VLANs, VPN connectivity, and LAN/WAN infrastructure across platforms including SonicWall and Ubiquiti.
Utilize PowerShell and CMD scripting for automation, troubleshooting, and system administration tasks.
Leverage AI tools actively and fluently to accelerate documentation, automate repetitive work, diagnose complex issues faster, or build better client-facing materials.
Anticipate technical risks before they become client problems—evaluate business impact, flag issues proactively, and maintain clear records of outcomes and contributions.
Create and improve processes, lead documentation standards, and build repeatable systems that reduce key-man risk.
Actively train and teach teammates, helping others grow.
Build playbooks, standardize delivery, and identify opportunities for automation that improve consistency and scale across the team.
Document client environments, recurring issues, and resolutions.
Communicate clearly and proactively with clients and internal staff, especially in high-pressure situations.
Set and manage client expectations accurately, keeping relevant stakeholders informed on timelines, risks, and progress.
Communicate trends, risks, and service improvements upward to leadership with context and clarity.
Understand clients’ businesses, not just their technology, and how technical issues translate into business impact.
Represent Hansen Gress professionally in every client interaction.
Own outcomes—not just tasks—and be accountable for the quality, completeness, and follow-through on everything touched.
Prioritize effectively across competing demands, including Help Desk volume, project timelines, and centralized service delivery.
Proactively identify what’s not working—across own work, team processes, and client environments—and address it.
Mentor junior technicians and invest in their development.