Senior IT Support Technician - Escalations & Mentorship

Andromeda; Lockport (IL); Híbrido; USD 70.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

Dental Insurance

Vision Insurance

401(k) matching

Life Insurance

Disability coverage

Paid Holidays

Sick days

Vacation

Descripción de la vacante

Andromeda in Lockport, IL is seeking an experienced Level 3 IT Support Technician to join our Managed IT Services team. This senior technical resource handles complex issues escalated from Level 2 while mentoring others.

The role is hands-on, not managerial, requiring strong troubleshooting across servers, networks, and Microsoft 365. It is a hybrid position with two days in the office and three remote days.

Formación

• 5+ years of professional IT support experience in a senior/escaltation role.
• Strong experience with Windows Server environments, Active Directory, Group Policy, DNS and DHCP.
• Advanced troubleshooting across networking, servers, OS, and cloud services.
• Hands-on Microsoft 365 administration, Entra ID, and Exchange Online.
• Experience with firewalls, VPNs, VLANs, routing and switching.
• Experience with VMware/Hyper-V virtualization.
• Ability to investigate complex issues and determine root causes.
• Experience coordinating escalated resolutions and mentoring junior staff.
• Strong communication to explain technical concepts to clients and peers.

Responsabilidades

• Serve as escalation point for Level 2 technicians for advanced issues.
• Diagnose and resolve complex issues across servers, networks, and business apps.
• Troubleshoot Windows Server, Active Directory, DNS, DHCP, and related infrastructure.
• Investigate networking issues including firewalls, VPNs, VLANs, and routing.
• Support Microsoft 365, Entra ID, Exchange Online, and hybrid environments.
• Troubleshoot virtualization with VMware or Hyper-V.
• Collaborate with vendors and internal teams on complex problems.
• Mentor Level 1/2 technicians and develop internal documentation.

Conocimientos

Senior IT support

Windows Server

Active Directory

Group Policy

DNS/DHCP

Networking

Microsoft 365

Entra ID

Exchange Online

VMware/Hyper-V

Mentoring

Documentation

Ticket ownership

Communication

Herramientas

ConnectWise Manage

NinjaOne

SonicWall

Ubiquiti

Ruckus

PowerShell

Descripción del empleo

Andromeda in Lockport, IL is seeking an experienced Level 3 IT Support Technician to join our Managed IT Services team. This senior technical resource handles complex issues escalated from Level 2 while mentoring others.

The role is hands-on, not managerial, requiring strong troubleshooting across servers, networks, and Microsoft 365. It is a hybrid position with two days in the office and three remote days.