MSP Level 3 Technician

TeamLogic IT, Mt Pleasant, SC•North Charleston, SC

41d•Hybrid

About The Position

We are seeking a highly skilled Managed IT Services (MSP) Level 3 Technician to join our team, specializing in providing top-tier IT support to Small to Medium-sized businesses. The ideal candidate will possess extensive technical knowledge, excellent problem-solving abilities, and a passion for delivering exceptional customer service in a dynamic IT environment.

Requirements

Minimum of 5 years in IT support, including 2 years in a Level 3 or senior technician role. MSP experience preferred.
A Bachelor's degree in IT, Computer Science, or a related field is preferred, with certifications such as CompTIA Network+, Security+, Microsoft Azure Administrator, or CCNA as a plus.
Proficiency in Windows and Linux server environments, virtualization technologies (VMware, Hyper-V), and cloud platforms (Azure, AWS).
Strong knowledge of networking protocols, firewalls, VPNs, and cybersecurity best practices. Experience with monitoring tools such as SolarWinds, Auvik, or similar.
Hands-on experience with Remote Monitoring and Management (RMM) tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
Proficiency in documentation tools like Hudu, IT Glue, or SharePoint, with experience in structured IT documentation and process standardization.
Strong analytical skills to diagnose and resolve complex technical issues, with proven experience managing IT projects from inception to completion.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical clients and provide outstanding customer service.
Ability to work in a fast-paced, evolving technology environment, continuously learning and contributing to a collaborative team culture.

Responsibilities

Technical Support: Provide advanced technical support for a variety of IT systems, including servers, networks, and software applications. Troubleshoot and resolve complex issues.
Network Management: Design, implement, and manage robust network solutions to ensure optimal performance and security for clients. Monitor network performance to identify potential issues and take proactive measures.
System Administration: Perform regular maintenance and upgrades on client systems, including patch management, backup and recovery, and system monitoring. Ensure that all systems are secure, up-to-date, and compliant with industry standards.
Client Interaction: Maintain strong relationships with clients by providing professional and timely support. Understand client needs and recommend appropriate technology solutions to enhance their business operations.
Project Management: Lead and manage IT projects, including system migrations, network installations, and software deployments. Coordinate with internal teams and external vendors to ensure successful project delivery.
Documentation: Create and maintain detailed documentation for all client environments, including network diagrams, system configurations, and troubleshooting procedures. Ensure that all documentation is accurate and up-to-date.
Compliance: Ensure that all client systems comply with relevant regulations and industry standards, including data privacy and cybersecurity requirements. Perform regular audits and assessments to identify and address potential vulnerabilities.
Emergency Support: Provide on-call support for critical issues. Respond to emergencies promptly and take appropriate actions to minimize downtime and loss of data, including after-hours and weekend support as needed.
Develop and implement service desk policies, procedures, and best practices.
Handle escalations and ensure timely resolution of complex technical issues.