Level 3 Support Technician

This role is tailored for a High Tier 2 or Low Tier 3 engineer who handles a diverse workload, including support requests, technical escalations, and project assistance, with opportunities for growth into independent IT project leadership.

Location: Remote (US)

Responsibilities

• Handle a wide variety of technical issues, from support tickets to escalations.
• Assist the Project Team with complex tasks like setting up firewalls and managing projects.
• Serve as the primary point of contact for clients, ensuring clear and positive communication.
• Triage incoming requests, assign priorities and SLAs, and coordinate with departments.
• Identify root causes of problems and create procedures for missing processes.

Requirements

• Deep understanding and hands-on experience with Office 365 (Entra ID, Exchange, SharePoint, OneDrive).
• Solid foundational networking skills, including DNS, DHCP, and setting up firewalls.
• Previous experience working in a Managed Services environment is highly preferred.
• Experience with Autotask, IT Glue, and DattoRMM is a plus.
• Exceptional verbal and written communication skills, especially with non-technical users.

Additional Information

• Willing to accept a long-term work-from-home arrangement.
• Amenable to a permanent night shift schedule.