Information Technology Specialist – Level 3 Helpdesk Technician

About the role

We are seeking an experienced Level 3 Helpdesk Technician to join our Managed Services team. In this position you will act as the second line of defense for our clients, handling inbound support calls, managing ticket queues, and resolving escalated technical issues with professionalism and calm.

Key responsibilities

• Serve as the primary point of contact for escalated inbound client calls and provide immediate remote support.
• Manage, prioritize, and resolve Level 2 tickets in our PSA tool while meeting SLA commitments.
• Diagnose and fix complex issues on Windows/macOS endpoints, network infrastructure, cloud environments, and server operating systems.
• Communicate technical information in clear, client‑friendly language and keep clients updated on ticket status.
• Document detailed work notes in the documentation system for team visibility.
• Mentor Level 1 technicians, guiding them through tickets and skill development.

Required profile

• 2–3 years of experience working in a Managed Service Provider (MSP) environment.
• Strong verbal and written communication skills with the ability to calm frustrated clients.
• Methodical, root‑cause oriented troubleshooting approach.
• Adaptability to switch quickly between diverse client environments, from law firms to medical practices.

Required skills

• Windows 10/11, Windows Server 2016‑2022, macOS.
• Microsoft 365 (Exchange, SharePoint, Teams), Azure AD/Entra ID, Active Directory, Group Policy, DNS, DHCP.
• TCP/IP, VLANs, VPNs, DNS, DHCP networking fundamentals.
• Firewalls (SonicWall, Fortinet, Sophos) and managed switches.
• RMM and PSA tools (ConnectWise, Autotask, Kaseya, NinjaOne).
• Backup and disaster‑recovery solutions (Veeam, Datto, Acronis).
• Documentation platforms such as ITGlue.