Tech Support Level 3 / Network Admin

SUMMARY

This role is tailored
for a High Tier 2 or Low Tier 3 engineer who thrives on a diverse workload. You
will handle everything from everyday support requests to complex technical
escalations from other team members. While 95% of your day is focused on technical
resolution and project support, you will also wear a "Service
Coordinator" hat about 5% of the time—helping triage tickets, manage
client expectations, and ensure streamlined service delivery. This position
offers a distinct growth trajectory, with the goal of training you to
independently lead and execute IT projects within the next year.

JOB RESPONSIBILITIES

• Diverse Technical
  Support: Handle a wide variety of technical issues, seamlessly shifting from
  standard low -level support tickets to acting as an escalation point for other
  technicians.
  
• Project Assistance
  & Growth: Assist the Project Team with complex tasks, such as setting up
  and configuring firewalls. You will be actively trained and expected to start
  taking on and running your own projects within your first year.
  
• Own the Client
  Experience: Serve as the primary point of contact for clients, ensuring
  exceptional, clear, and positive communication from ticket creation to
  resolution.
  
• Light Service
  Coordination: Triage incoming requests, assign proper priorities and SLAs,
  ensure tickets have excellent documentation, and coordinate with other
  departments to resolve non -reactive issues.
  
• Problem Solving &
  Process Improvement: Go beyond surface -level fixes to identify and solve
  root -cause problems. Create detailed ticket notes and build new procedures when
  missing processes are identified.
  

• Advanced Technical
  Skills: Deep understanding and hands -on experience with Office 365 (Entra ID,
  Exchange, SharePoint, OneDrive).
  
• Networking Knowledge:
  Solid foundational networking skills, including DNS, DHCP, and experience
  setting up firewalls.
  
• MSP Experience:
  Previous experience working in a Managed Services environment is highly
  preferred.
  
• Tool Familiarity:
  Experience with Autotask, IT Glue, and DattoRMM is a massive plus (though we
  are happy to train the right candidate on our specific stack).
  
• Communication:
  Exceptional verbal and written communication skills. You know how to talk to
  non -technical users, manage their expectations, and provide clear, helpful
  updates to both clients and internal staff.
  

JOB REQUIREMENTS

• Should be willing to
  accept a long -term work -from -home arrangement.
  
• Should be amenable to
  a permanent night shift schedule.