IT Technician III - MSP Network & Operations Specialist
TeamLogic IT, Manchester, NH
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Benefits offered by this job
Job summary
TeamLogic IT in Manchester, NH seeks an experienced Level III MSP Operations Technician to join a fast-paced managed services environment. This senior role emphasizes network infrastructure, firewall administration, and day-to-day MSP operations, with ownership of client environments and proactive maintenance.
You will collaborate with the technical and sales teams on pre- and post-sales engagements, site surveys, and technical assessments while delivering trusted technical guidance to clients.
Qualifications
- 5+ years of hands-on IT experience, with 2–3 years in an MSP.
- Experience administering firewalls and multi-client network infrastructure.
- Strong knowledge of LAN/WAN, VLANs, VPNs, routing, and wireless networking.
- Proficiency with Windows Server administration (Active Directory, DNS, DHCP, Group Policy).
- Experience with Microsoft 365 and Azure AD administration.
- Familiarity with RMM and PSA platforms (ConnectWise, Autotask, Kaseya, N-central, NinjaRMM).
Responsibilities
- Serve as the senior escalation point for the service desk and handle complex tickets.
- Manage and respond to support requests via phone, portal, and email; ensure timely resolution.
- Prioritize incidents per SLA processes to maintain client satisfaction.
- Provision and configure systems for new client hires and onboarding.
- Use RMM tools to proactively identify and resolve issues across clients.
- Perform on-site visits for hardware repairs and infrastructure work when needed.
- Conduct preventative maintenance on workstations, servers, printers, and network gear.
- Maintain accurate documentation of client environments in PSA/ticketing system.
Skills
Education
Tools
Job description
- 401(k) matching
- Competitive salary
- Flexible Scheduling
- Career Advancement Opportunities
- Competitive Compensation
- People First Culture
If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you'll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how, and resolve challenges with smart solutions. That's a good thing since technology is always advancing, creating an environment that's fast-paced and dynamic. When you work for a local office, you're part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
We are seeking an experienced Level III MSP Operations Technician to join our growing team. This is a senior-level, client-facing technical role designed for a seasoned MSP professional who thrives in a fast-paced managed services environment and brings deep expertise in network infrastructure, firewall administration, and day-to-day MSP operations.
The ideal candidate is someone who not only resolves complex technical issues but also takes ownership of client environments, drives proactive maintenance, and serves as a trusted technical advisor. You will work closely with both the technical team and the sales team on pre- and post-sales engagements, including discovery, site surveys, technical assessments, and ongoing account management.
The selected candidate will be results-oriented, self-motivated, energetic, professional, reliable, and a true team player.
- Serve as the senior escalation point for the service desk, handling complex tickets escalated from Level I and Level II technicians.
- Manage and respond to incoming support requests via telephone, web portal, and email, ensuring courteous, timely, and effective resolution.
- Prioritize incidents and service requests according to defined SLA processes, ensuring client satisfaction and compliance.
- Provision and configure systems for new client hires and onboarding.
- Use remote monitoring and management (RMM) tools and diagnostic utilities to proactively identify and resolve issues across the managed client base.
- Perform on-site visits when remote resolution is not appropriate, including hardware repairs, peripheral deployments, and infrastructure work.
- Perform and oversee preventative maintenance, including 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 (e.g., Fortinet, SonicWall, Cisco Meraki, Palo Alto, WatchGuard, or similar).
- Design, implement, and support LAN/WAN infrastructure, including managed switches, VLANs, routing, and wireless networking.
- Configure and manage VPN solutions (site-to-site and remote access).
- Monitor network performance and security, proactively identifying and remediating vulnerabilities or degraded performance.
- Perform firewall rule reviews, policy management, and 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 server operating systems including Windows Server 2016, 2019, and 2022.
- Manage and support Microsoft 365 / Azure AD environments including Exchange Online, Teams, SharePoint, and Intune.
- Install, configure, and maintain antivirus/EDR solutions and ensure definitions and policies are current.
- Assist with backup and disaster recovery (BDR) solution management and testing.
- Work jointly with the sales team to support pre-sales and post-sales engagements, including discovery meetings, site surveys, technical proposals, and presentations.
- Provide technical account management for key clients, building strong relationships and serving as a subject matter expert.
- Identify opportunities to improve client environments and communicate recommendations proactively.
- Ensure all company safety, security, and compliance standards are met across client environments.
- 5+ years of hands-on IT experience, with a minimum of 2–3 years in a Managed Service Provider (MSP) environment — required.
- Proven experience administering and troubleshooting firewalls and network infrastructure in a multi-client MSP setting — required.
- 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 with Windows Server administration (Active Directory, DNS, DHCP, Group Policy).
- Experience with Microsoft 365 and Azure AD administration.
- Familiarity with RMM and PSA platforms (e.g., ConnectWise, Autotask, Kaseya, N-central, NinjaRMM).
- Experience with desktop and server operating systems including Windows 10/11, Windows Server 2016/2019/2022, and macOS.
- College diploma or university degree in Computer Science or a related field, and/or 5+ years of equivalent professional experience.
- Strong interpersonal and communication skills with the ability to interact professionally with clients at all levels.
- Ability to multi-task, prioritize effectively, and remain calm under pressure.
- Reliable transportation for on-site client visits.
- Industry certifications such as CompTIA Network+, Security+, CCNA, NSE (Fortinet), or Microsoft certifications (MCSA/MCSE/MS-900/AZ-900).
- Experience with backup and disaster recovery platforms (e.g., Datto, Acronis, Veeam).
- Familiarity with cybersecurity frameworks and best practices in an MSP context.
- Experience with VoIP administration (e.g., 3CX, RingCentral).
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