Senior Helpdesk Technician: Network, VoIP & Cloud SME

i-Tech support, Inc.; Orlando (FL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K with match

Long-term disability

Life insurance

22 days PTO + 7 holidays

Parental leave

Laptop provided

Training opportunities

Professional development

Team environment

Job summary

i-Tech Support, Inc. in Orlando, FL is seeking a Tier 3 Helpdesk Technician to resolve the most complex incidents escalated from Tier 1 and Tier 2. You will serve as a SME in networking, firewalls, VoIP, and cloud technologies, while mentoring junior staff.

You will collaborate with system administrators and IT teams to ensure timely resolution, artifacts, and thorough documentation of fixes. A strong root-cause analysis mindset is essential.

Qualifications

• Bachelor's degree or equivalent experience in CS/IT.
• Experience handling Tier 3 escalations and complex issues.
• Deep knowledge of OS, networking, and enterprise systems.
• Strong troubleshooting and problem solving in ITIL environments.
• Familiarity with ticketing, remote support, and monitoring tools.
• Excellent written and verbal communication, able to mentor others.

Responsibilities

• Handle complex escalations from Tier 1/2 across networking, firewalls, VoIP, security, and cloud.
• Own incident management and SLAs, coordinating with IT teams and vendors.
• Provide SME guidance on VLANs, VPNs, DNS, DHCP, and server/virtualization stacks.
• Document root causes and fixes; contribute to knowledge base updates.
• Perform thorough root-cause analysis and propose preventive measures.
• Coach Tier 1/2 staff and share best practices.
• Participate in change management and process improvements.
• Identify opportunities for automation and efficiency improvements.

Skills

Networking

Cloud computing

Firewalls

VoIP

Security

Windows Server

Hyper-V/ESXi

ITIL

Documentation

Education

Bachelor's degree in CS or related field

Tools

SonicWall

Fortinet

Meraki

Cisco ASA

Ubiquiti

Cisco Call Manager

RingCentral

Mitel

Huntress ITDR/EDR

Microsoft Defender

Datto

VEEAM

Microsoft 365

Job description

i-Tech Support, Inc. in Orlando, FL is seeking a Tier 3 Helpdesk Technician to resolve the most complex incidents escalated from Tier 1 and Tier 2. You will serve as a SME in networking, firewalls, VoIP, and cloud technologies, while mentoring junior staff.

You will collaborate with system administrators and IT teams to ensure timely resolution, artifacts, and thorough documentation of fixes. A strong root-cause analysis mindset is essential.