MSP Support Level 3

Description

Summary: Seeking a highly skilled Managed IT Services Level 3 Technician to provide top-tier IT support to SMBs, excelling in problem-solving and customer service. Highlights: 1. Provide advanced technical support for diverse IT systems and applications. 2. Design, implement, and manage robust network and security solutions. 3. Lead IT projects and mentor junior technicians in a dynamic environment. **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. * Security Management: Implement and manage security solutions, conduct regular security audits, address potential vulnerabilities and address security incidents and alerts. * 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. Fluent English Speaking is a must requirement. * 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. * 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. * 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. * This role requires the ability to work 8AM – 5PM CST USA TIME. Flexibility in working hours, including evenings and weekends, may be required to accommodate client emergencies or project deadlines. **Knowledge, Skills, \& Qualifications:** * 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. **Must be fluent English Speaking**. * 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 ©2025 TeamLogic, Inc. All Rights Reserved Business Confidential 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. In\-depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi\-Fi technologies. * 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. * Cloud Services: Experience with cloud platforms such as AWS, Azure, or Google Cloud. Experience in Cloud migration is required. * Automation: Familiarity with scripting and automation tools (e.g., PowerShell, Bash) to streamline processes is a plus. **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 **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. Pergunta(s) de seleção: * How many years of experience in the IT sector? * Do you have your own computer to work? * Would you work in a hybrid model? Idioma: * Fluent English (Obrigatório) Local do trabalho: Remoto híbrido para Porto Alegre, RS