Level 3 Network & Systems Technician

redShift•Albany, NY

10h•Onsite

About The Position

Our growing IT client is seeking a skilled and customer-focused Level 3 Network & Systems Technician to join its support team. This role is responsible for handling escalated technical issues, supporting a wide range of client environments, and delivering high-quality service across multiple communication channels. This is an excellent opportunity for someone with help desk experience who is ready to take the next step—working on more complex issues while supporting both clients and junior technicians.

Requirements

1–2+ years of experience in a help desk or service desk environment
Bachelor's degree in Information Technology or related field (or equivalent experience)
Experience working with ticketing systems and remote support tools
Windows Server experience (Active Directory, file services, remote desktop services)
Strong knowledge of Microsoft 365 and email systems (Exchange, IMAP, SMTP)
Experience supporting Windows desktops, printers, and end-user environments
Understanding of networking fundamentals (TCP/IP, DNS, DHCP, wireless)
Familiarity with data backup and recovery processes
Ability to troubleshoot connectivity and infrastructure issues
Strong problem-solving and critical thinking abilities
Excellent communication skills (written and verbal)
High attention to detail and organizational skills
Ability to work independently and manage multiple priorities
Strong customer service mindset with empathy and professionalism

Nice To Haves

Experience with firewalls (Palo Alto, Juniper)
Experience with cloud services
Experience with Datto RMM

Responsibilities

Provide advanced support for client IT environments, including Microsoft 365, Windows Server, Windows desktops, and Apple/Mac systems
Troubleshoot and resolve intermediate to advanced technical issues related to hardware, software, and networking
Support infrastructure components such as firewalls (Palo Alto, Juniper), servers, and cloud services
Serve as an escalation point for Level 1 support technicians
Respond to incoming support requests via phone, email, and chat
Accurately document all issues, resolutions, and updates within the ticketing system
Manage and prioritize multiple tickets to meet service level expectations
Access and support client systems remotely using tools such as Datto RMM and other remote platforms
Utilize automation tools to streamline support and administrative tasks
Perform system updates, configurations, and maintenance
Deliver exceptional customer service with a professional and friendly approach
Clearly communicate technical information to non-technical users
Ensure client satisfaction by following through on issues and resolutions
Coordinate with vendors and third-party providers to resolve technical issues
Participate in team meetings and contribute to knowledge sharing
Assist with IT projects, deployments, and system upgrades as needed