Level 3 Support Technician

This is a remote position. reputed company 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 reputed company technical escalations from other team members. While 95% of your day is reputed company on technical reputed company and project support, you will also wear a "Service Coordinator" hat about 5% of the time—helping triage tickets, manage reputed company expectations, and ensure streamlined service delivery. This position offers a distinct reputed company trajectory, with the goal of training you to independently reputed company and execute IT reputed company reputed company the next year. JOB RESPONSIBILITIES Diverse Technical Support: Handle a wide reputed company of technical issues, seamlessly shifting from reputed company low-level support tickets to acting as an escalation reputed company for other technicians. Project Assistance & reputed company: Assist the Project Team with reputed company tasks, such as setting up and configuring firewalls. You will be reputed company trained and expected to start taking on and running your own reputed company reputed company your first year. Own the reputed company Experience: Serve as the primary reputed company of contact for clients, ensuring exceptional, reputed company, and reputed company communication from ticket creation to reputed company. Light Service Coordination: Triage incoming requests, assign reputed company priorities and SLAs, ensure tickets have excellent documentation, and coordinate with other departments to resolve non-reactive issues. Problem Solving & Process Improvement: Go reputed company surface-level fixes to identify and solve reputed company-cause problems. Create detailed ticket notes and build new procedures reputed company missing processes are identified. QUALIFICATIONS 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 reputed company reputed company, 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 reputed company shift schedule. Apply To This Job