Level 3 IT Support Technician – Escalations

Andromeda•Lockport, IL

2d•$70,000 - $80,000•Hybrid

About The Position

Andromeda is seeking an experienced Level 3 IT Support Technician to join its Managed IT Services team. This senior technical resource handles complex issues escalated by Level 2 technicians and helps strengthen the technical skills of the wider team. The role is hands-on and is not a management position. The successful candidate will troubleshoot advanced technical problems, take ownership through resolution, and share knowledge with less experienced technicians. The position is hybrid, based at Andromeda’s Lockport, Illinois office. It requires 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. Andromeda has served businesses since 1994 and specializes in network design and service for mid-size businesses in the manufacturing sector.

Requirements

At least 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 ability to explain technical concepts to clients and less experienced technicians.
Willingness to mentor and train other technicians.
Ability to manage multiple priorities while maintaining ownership of escalated issues.
Must live within reasonable commuting distance of Lockport, Illinois.

Nice To Haves

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.

Responsibilities

Serve as an escalation point for Level 2 technicians handling issues requiring advanced troubleshooting or technical expertise.
Diagnose and resolve complex problems involving servers, networks, Microsoft 365, virtualization, and business applications.
Troubleshoot Windows Server, Active Directory, Group Policy, DNS, DHCP, and related infrastructure issues.
Investigate and resolve networking problems 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.
Take ownership of escalated problems and explain findings and resolutions to technicians.