Técnico MSP Nivel 3

TeamLogic IT, North Albany, NY; City of Albany (NY); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Bonuses based on performance

Paid time off

Job summary

TeamLogic IT, North Albany, NY, is seeking a highly skilled MSP Level 3 Technician to deliver top-tier support to SMBs. The role covers servers, networks, and software, with a focus on security and reliability. You will lead projects, mentor junior staff, and maintain comprehensive client documentation.

The position offers onsite and remote work options, with occasional travel to client locations and after-hours support as needed. A strong IT background and customer-focused mindset are essential.

Qualifications

• 5+ years in IT support, MSP experience preferred.
• Bachelor's degree in IT, CS, or related field preferred; relevant certs add value.

Responsibilities

• Provide advanced technical support for servers, networks, and applications; resolve escalations from Level 1/2.
• Design and manage robust network solutions; monitor performance and security.
• Perform regular maintenance: patching, backups, recovery, monitoring.
• Maintain professional client relationships and suggest tech solutions to optimize operations.
• Lead IT projects: migrations, installations, deployments, vendor coordination.
• Create and maintain detailed client environment docs: diagrams, configs, procedures.
• Mentor Level 1/2 techs; conduct training to raise team skills.
• Ensure compliance with regulations and cybersecurity standards; conduct audits.
• Provide on-call support for emergencies, including after-hours/weekends.

Skills

Advanced IT support

Windows & Linux servers

VMware/Hyper‑V

Azure/AWS

NinjaRMM

Networking & security

Customer service

Project coordination

Education

Bachelor's degree in IT or CS

Tools

NinjaRMM

Autotask PSA

ServiceNow

Zendesk

Hudu/IT Glue

SharePoint

Job description

Benefits:

• Competitive salary
• 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.

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 both onsite and remotely, depending 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.

Benefits:

• Competitive salary and performance‑based bonuses
• Generous paid time off and holiday schedule
• Professional development opportunities and reimbursement for certifications
• Flexible working hours and remote work options
• Supportive and collaborative work environment

Company Overview

We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged. At TeamLogic IT, you'll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses. If you have a strong IT background, a problem‑solving mindset, and a passion for innovation, you'll thrive in our fast‑paced, ever‑evolving industry. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions. As part of a local office, you'll also benefit from the collaboration and support of a vast network of technicians across North America.