Level 3 Helpdesk Technician – Managed Services

About the role

We are seeking an experienced Level 3 Helpdesk Technician to join our Managed Services team. 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 targets.
• Diagnose and fix complex issues on Windows/macOS endpoints, network infrastructure, cloud environments, and server operating systems.
• Communicate technical problems in clear, client‑friendly language and keep clients updated on ticket status.
• Document detailed notes in the documentation system for team visibility.
• Mentor Level 1 technicians, guiding them through tickets and skill development.

Required profile

• Minimum 2–3 years of experience working in a Managed Service Provider (MSP) environment.
• Strong verbal and written communication skills; ability to calm frustrated clients.
• Methodical troubleshooting approach with focus on root‑cause resolution.
• Adaptable to switch quickly between diverse client environments (e.g., law firm printers to medical practice server outages).

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.
• Firewalls (SonicWall, Fortinet, Sophos) and managed switches.
• RMM and PSA tools (ConnectWise, Autotask, Kaseya, NinjaOne).
• Backup and disaster recovery solutions (Veeam, Datto, Acronis).