IT Technician III - MSP Network & Operations Specialist

TeamLogic IT, Inc.; Manchester (NH); Presencial; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401(k) matching

Competitive salary

Flexible Scheduling

Career Advancement Opportunities

Competitive Compensation

People First Culture

Descripción de la vacante

TeamLogic IT, Inc. is seeking an experienced Level III MSP Operations Technician to join our growing team.

This senior role focuses on network infrastructure, firewall administration, and day-to-day MSP operations, with ownership of client environments and proactive maintenance. You'll collaborate with technical and sales teams on discovery, site surveys, technical assessments, and ongoing account management, serving as a trusted advisor.

Formación

• 5+ years of hands-on IT experience, with 2–3 years in an MSP
• Experience administering and troubleshooting firewalls and network infrastructure in a multi-client MSP
• Strong knowledge of LAN/WAN, VLANs, routing, VPNs and wireless networking
• Experience with Fortinet FortiGate, SonicWall, Cisco Meraki, Palo Alto, or WatchGuard
• Windows Server administration (AD, DNS, DHCP, Group Policy)
• Microsoft 365 and Azure AD administration
• Familiarity with RMM and PSA platforms (ConnectWise, Autotask, Kaseya, N-central, NinjaRMM)
• Windows 10/11, Windows Server 2016/2019/2022, and macOS
• College degree or 5+ years of equivalent experience
• Strong interpersonal and communication skills with clients
• Reliable transportation for on-site client visits

Responsabilidades

• Serve as the senior escalation point for the service desk
• Manage incoming requests via phone, web portal, and email
• Prioritize incidents per SLA processes
• Provision and configure systems for new client hires
• Use RMM tools and diagnostic utilities to identify and resolve issues
• Perform on-site visits for hardware deployments and repairs
• Perform preventative maintenance on workstations, servers, printers, and network equipment
• Maintain documentation in the PSA/ticketing system
• Collaborate with sales on pre-/post-sales engagements
• Provide technical account management for key clients
• Identify opportunities to improve client environments

Conocimientos

5+ yrs IT exp

MSP exp 2-3 yrs

Firewall admin

Network infra

LAN/WAN/VLANs

VPNs

Windows Server admin

Microsoft 365/AzureAD

RMM/PSA familiarity

On-site visits

Educación

College diploma in CS or related field

Herramientas

ConnectWise

Autotask

Kaseya

N-central

NinjaRMM

Descripción del empleo

Benefits:

• 401(k) matching
• Competitive salary

Benefits/Perks

• Flexible Scheduling
• Career Advancement Opportunities
• Competitive Compensation
• People First Culture

Company Overview

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.

About the Role

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.

Key Responsibilities

MSP Day-to-Day Operations

• 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.

Network & Firewall Administration

• 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.

Server & Systems Administration

• 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.

Client & Sales Collaboration

• 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.

Requirements

• 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.

Preferred / Bonus Qualifications

• 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).