MSP Level 3 Technician

TeamLogic IT, Inc.; Danbury (CT); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Opportunity for advancement

Profit sharing

Training & development

Paid time off

Competitive salary

Retirement savings plan with employer matching

Professional development opportunities

Supportive and collaborative work environment

Job summary

A leading IT services provider in Connecticut is seeking a highly skilled Managed IT Services Level 3 Technician. This role focuses on providing advanced technical support and robust network management for small to medium-sized businesses. The ideal candidate will have a minimum of 5 years in IT support and extensive technical knowledge. Responsibilities include system administration, project management, and client interaction, with opportunities for professional development and flexible work arrangements available.

Qualifications

• Minimum of 5 years in IT support, including 2 years in a Level 3 or senior technician role.
• MSP experience preferred.
• Strong analytical skills to diagnose and resolve complex technical issues.

Responsibilities

• Provide advanced technical support for IT systems including servers, networks, and software applications.
• Design and manage network solutions ensuring optimal performance and security.
• Perform regular system maintenance including patch management and backups.
• Maintain strong relationships with clients by providing professional support.
• Lead and manage IT projects including migrations and installations.
• Create and maintain detailed documentation for all client environments.
• Provide mentorship to Level 1 and Level 2 technicians.
• Ensure compliance with relevant regulations and industry standards.
• Provide on-call support for critical issues.

Skills

Technical Support

Network Management

System Administration

Client Interaction

Project Management

Documentation

Compliance

Emergency Support

Education

Bachelor's degree in IT, Computer Science, or a related field

CompTIA Network+, Security+, Microsoft Azure Administrator, or CCNA

Tools

VMware

Hyper-V

Azure

AWS

SolarWinds

Auvik

NinjaRMM

Autotask PSA

ServiceNow

Zendesk

Hudu

IT Glue

SharePoint

Job description

Benefits

• Opportunity for advancement
• Profit sharing
• Training & development
• Paid time off
• Competitive salary
• Retirement savings plan with employer matching
• Paid time off and holiday schedule
• Professional development opportunities and reimbursement for certifications
• Supportive and collaborative work environment

Summary

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.

Responsibilities

• Technical Support: 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.
• 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.
• Training and Mentorship: Provide guidance and mentorship to Level 1 and Level 2 technicians. Conduct training sessions to enhance the technical skills of the team and improve overall service quality.
• 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.

Knowledge, Skills, & Qualifications

• Experience & Education: 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.
• Technical Expertise: Proficiency in Windows and Linux server environments, virtualization technologies (VMware, Hyper‑V), and cloud platforms (Azure, AWS).
• Networking & Security: Strong knowledge of networking protocols, firewalls, VPNs, and cybersecurity best practices. Experience with monitoring tools such as SolarWinds, Auvik, or similar.
• RMM & Ticketing Systems: Hands‑on experience with Remote Monitoring and Management (RMM) tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
• Documentation & Process Management: Proficiency in documentation tools like Hudu, IT Glue, or SharePoint, with experience in structured IT documentation and process standardization.
• Problem‑Solving & Project Management: Strong analytical skills to diagnose and resolve complex technical issues, with proven experience managing IT projects from inception to completion.
• Communication & Customer Service: Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical clients and provide outstanding customer service.
• Adaptability & Team Collaboration: Ability to work in a fast‑paced, evolving technology environment, continuously learning and contributing to a collaborative team culture.

Work Environment

This role requires the ability to work independently, both onsite and remotely, based on client needs. The candidate should be prepared for occasional travel to client locations and possess a valid driver's license. Flexibility in working hours, including evenings and weekends, may be required to accommodate client emergencies or project deadlines.

• Fast‑paced and dynamic environment, with a focus on delivering high‑quality IT support to SMB clients.
• Collaborative and supportive team culture.

Flexible work from home options available.