IT Tech Support - Level 3

IT Tech Support (Level 3)

To begin your application, please fill out this form:

https://forms.monday.com/forms/cc94f852b1802d39af169c8003c9e33f?r=use1

About the Role:

We are looking for an experienced IT Tech Support Level 3 to join our growing team. In this role, you will provide advanced technical support, resolve complex infrastructure and system issues, manage Microsoft cloud environments, and collaborate with internal IT teams to deliver exceptional support to end users.

Key Responsibilities:

Advanced Technical Support:

** Handle complex and escalated technical support tickets;
** Assist with system engineering-related issues;
** Help manage and prioritize the service board as needed.

User Support:

** Provide advanced desktop troubleshooting and technical support to end users;
** Diagnose and resolve networking and connectivity issues;
** Resolve complex technical user issues in a timely manner;
** Deliver real-time support while maintaining excellent customer service.

Microsoft Environment Administration:

** Manage and support the Microsoft 365 environment;
** Administer device management through Microsoft Intune;
** Monitor and support endpoint security using Microsoft Defender.

System Management:

** Manage user access and permissions;
** Configure and maintain endpoints;
** Implement and enforce device and security policies.

Escalation Handling:

** Diagnose and resolve advanced technical issues escalated from lower support tiers;
** Collaborate with the internal IT team on complex system and infrastructure issues;
** Document troubleshooting steps, resolutions, and technical procedures.

Qualifications:

** 3+ years of Level 3 Help Desk or IT Support experience;
** Previous experience working in a Managed Service Provider (MSP) environment;
** Strong troubleshooting and analytical problem-solving skills;
** Hands-on experience with Microsoft 365, Azure AD, Intune, and Windows Autopilot;
** Solid understanding of networking concepts, including DNS, DHCP, VPNs, and firewalls;
** Experience supporting Windows desktop environments and end users;
** Ability to work remotely Monday-Friday 9am-6pm US Eastern Time;
** Ability to work independently while managing multiple priorities in a fast-paced environment.

What We`re Looking For:

** Organized and detail-oriented;
** Self-motivated and dependable;
** Confident and proactive;
** Flexible and adaptable;
** Easy to work with and collaborative.

To proceed with your application, please fill out this form:

https://forms.monday.com/forms/cc94f852b1802d39af169c8003c9e33f?r=use1