MSP Level 3 Technician

TeamLogic IT, Scranton, PA; Kingston (Luzerne County); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Bonus based on performance

Company car

Competitive salary

Free uniforms

Health insurance

Home office stipend

Paid time off

Training & development

Job summary

TeamLogic IT, Scranton, PA, is seeking a Managed IT Services Level 3 Technician to join their team. This role focuses on offering top-tier IT support to small and medium-sized businesses, requiring a mix of strong technical knowledge and excellent customer service. Responsibilities include troubleshooting complex issues, managing networks, and leading IT projects.

The ideal candidate will have at least 5 years of IT support experience, with a preference for candidates holding a Bachelor's degree and relevant certifications. The position involves occasional travel and offers a dynamic work environment.

Qualifications

• Minimum of 5 years in IT support; 2 years in Level 3 or senior role.
• MSP experience preferred.
• Certifications like CompTIA Network+, Security+ preferred.

Responsibilities

• Provide advanced technical support for IT systems.
• Design and manage network solutions.
• Perform maintenance on client systems ensuring compliance.
• Maintain client relationships with timely support.
• Lead IT projects including installations.
• Create and maintain client documentation.
• Mentor Level 1 and Level 2 technicians.
• Ensure compliance with regulations.
• Provide emergency support as needed.

Skills

Technical Expertise

Networking & Security

Communication & Customer Service

Problem-Solving & Project Management

Education

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

Tools

RMM tools (NinjaRMM, Kaseya365)

Documentation tools (IT Glue, SharePoint)

Job description

Benefits

• 401(k)
• 401(k) matching
• Bonus based on performance
• Company car
• Competitive salary
• Free uniforms
• Health insurance
• Home office stipend
• Paid time off
• Training & development

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. Service Desk Leadership experience is a plus.

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 Apple, 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.
• RMM & Ticketing Systems: Hands‑on experience with Remote Monitoring and Management (RMM) tools like NinjaRMM, Kaseya365, and ticketing systems such as Autotask PSA, or others.
• Documentation & Process Management: Proficiency in documentation tools like 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.