Level III Help Desk Support Technician
Job Description
Summary
Our client is a well-established IT Solutions and Managed Services Provider (MSP) located in the United Statesand they are seeking an experienced Remote Level III Help Desk Support Technician. This role requires a highly skilled technical professional with prior MSP experience who can support complex client environments while providing exceptional customer service. The ideal candidate enjoys troubleshooting advanced technical issues and implementing technology solutions that help businesses operate efficiently.
Duties & Responsibilities
Advanced Technical Support
Provide high-level technical support by troubleshooting and resolving escalated service requests
Work with internal teams and clients to diagnose and resolve complex IT issues
Assist with pre- and post-sales technical activities including discovery calls, site visits, and technical assessments
Network & Infrastructure Support
Configure and support network infrastructure including routers, switches, managed switches, and firewalls
Assist with implementing and monitoring network security solutions
Support the design, deployment, and maintenance of Local Area Networks (LANs)
Systems Administration
Deploy, maintain, and troubleshoot Windows Server environments and Active Directory
Support server infrastructure, file servers, and cloud-based systems
Manage and support Microsoft Exchange environments
VoIP & Communications
Configure and support VoIP systems and related communication platforms
Troubleshoot connectivity and voice-related issues
Monitoring & Maintenance
Monitor system alerts and respond appropriately based on operational procedures
Troubleshoot network and infrastructure issues across client environments
Perform new user setup and onboarding tasks
Qualifications & Requirements
Experience
Minimum of 5 years of hands-on experience supporting networking equipment, Windows servers, workstations, Exchange, and Active Directory
At least 3 years of experience working in a client-facing technical environment
Previous experience working in an MSP environment strongly preferred
Technical Skills
Strong troubleshooting skills across networking, servers, and end-user systems
Experience implementing and supporting business technology solutions
Familiarity with RMM tools such as Kaseya or ConnectWise preferred
Experience working with PSA/ticketing systems such as Autotask or ConnectWise is a plus
Professional Skills
Excellent written and verbal communication skills with the ability to interact with business clients
Strong organizational and time-management abilities
Ability to solve complex technical issues efficiently
Self-motivated, reliable, and able to work independently or as part of a team
