MSP Level 3 Technician

Jobtailor; Connecticut; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor in Connecticut is seeking a senior IT support engineer to provide advanced technical support for servers, networks, and software applications. You will troubleshoot complex issues, design secure network solutions, and lead projects from migrations to deployments.

The role requires 5+ years in IT support (2+ in senior roles), MSP experience preferred, and strong knowledge of Windows/Linux, virtualization, cloud platforms, and cybersecurity best practices.

Qualifications

• Minimum 5 years in IT support, including 2 years in a Level 3 or senior technician role.
• MSP experience preferred.
• Bachelor's degree in IT, CS, or related field; certifications such as Network+/Security+/Azure/CCNA are a plus.
• Proficiency in Windows and Linux server environments, virtualization (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 or Auvik.
• Hands‑on experience with 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 structured IT documentation.
• Strong analytical skills to diagnose complex issues and manage IT projects end-to-end.
• Excellent communication skills to explain technical concepts to non-technical clients.
• Ability to thrive in a fast-paced, evolving tech environment and contribute to a collaborative team.

Responsibilities

• Provide advanced technical support for IT systems including servers, networks, and software applications.
• Troubleshoot and resolve complex issues escalated from Level 1 and Level 2 technicians.
• Design, implement, and manage robust network solutions for performance and security.
• Monitor network performance and take proactive measures.
• Perform maintenance and upgrades including patch management, backups, and monitoring.
• Ensure systems are secure, up-to-date, and compliant with standards.
• Maintain strong client relationships with professional, timely support.
• Lead IT projects including migrations, network installs, and software deployments.
• Create and maintain detailed documentation for client environments (diagrams, configurations, procedures).
• Provide guidance and mentorship to Level 1 and Level 2 technicians.

Skills

IT troubleshooting

Communication skills

Team collaboration

Analytical thinking

Education

Bachelor's degree in IT/CS

Tools

SolarWinds

Auvik

NinjaRMM

Autotask PSA

ServiceNow

Zendesk

Hudu

IT Glue

SharePoint

VMware

Hyper-V

Azure

AWS

Job description

Responsibilities

• Provide advanced technical support for a variety of IT systems, including servers, networks, and software applications
• Troubleshoot and resolve complex issues escalated from Level 1 and Level 2 technicians
• 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
• 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
• Maintain strong relationships with clients by providing professional and timely support
• Lead and manage IT projects, including system migrations, network installations, and software deployments
• Create and maintain detailed documentation for all client environments, including network diagrams, system configurations, and troubleshooting procedures
• Provide guidance and mentorship to Level 1 and Level 2 technicians

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.