Level 3 - Support Technician

Employer: MSP company based in USA

Remote Work Setup

Working Schedule: Monday-Friday, 8:00AM - 5:00PM Pacific Standard Time

General Summary:

Support Technician IIIs are strong in all the most common and popular networking and server technologies as well as some of the more mature ones. In addition to strong technical aptitudes, backed by at least five years of hard core in the trenches experience, this person is a powerful communicator and a person who can manage well when the client is struggling and needs strong guidance. The pace and demands in this environment are usually much greater than an "in-house" or enterprise position.

This person should be highly skilled with Windows Server, Exchange, cloud infrastructure (M365 or Google Workspace), networking, VPN's, firewalls, backup systems and more. Further, this technician should be able to be considered a subject matter expert in multiple areas such as Networking, Security, Server Infrastructure, Cloud Infrastructure, or Email infrastructure and security. This role requires an individual who is a subject matter expert in multiple specialties, who can combine that knowledge to see the big picture where all that knowledge comes together and is applied.

Position Responsibilities:

• Understand and perform ticket triage when required
• Provide front line and escalated user support for Windows/iOS, Office, Email, VPN, and Filesharing requests/incidents.
• Assist with the execution of project tasks based on established SoPs and SoW.
• Complete recurring tasks accurately and completely based on established SoPs.
• Create SoPs for other techs to be able to complete known work, or newly deployed solutions.
• Document client systems based on discovered information per company standards.
• Configure, update, and Troubleshoot network equipment and servers.
• Execution and conclusion of projects on-time and/or successful management of client expectations when targets cannot be met.
• Communicate with Account Managers, Team Leaders, and Project Managers with regards to events and changes transpiring at client sites and projects.
• Communicate with clients at all levels from end users, IT personnel and C-Levels, and understand business issues in context of IT issues.
• Work directly with vendors to resolve highly technical issues.

Knowledge, Skills, and Abilities:
Technical Skills

• Solid Troubleshooting methodology and process
• Solid Experience required with Windows desktop operating systems, MS Office, Printers, and common applications.
• Active Directory: AD-related services, AD-related DNS, AD replication
  Entra ID: dynamic groups, applications, service principals, tokens, secret keys, certificates.
• Impeccable understanding of TCP/IP, DNS, and troubleshooting client networks.
• Clear Understanding of multiuser technology environments (Remote Desktop Services, AVD, virtual desktop infrastructure)
• Expert with VPN setup for end users and troubleshooting, including firewall settings, and initial configuration.
• Intrinsic understanding of client networks including routers, switches, patch panels and connecting nodes to a network, and ability to troubleshoot.
• Working knowledge of wireless technologies
  Understanding and experience in configuring and troubleshooting DNS services.
• Ability to configure and troubleshoot email infrastructure (DNS records involved, Services, DKIM, DMARC, SPF, Spam Filters)
• Experience configuring and troubleshooting firewall technologies Sophos and Unify ideal.
• Clear understanding and experience in security concepts and implementations endpoint protection, MFA, phishing, threat management etc.
• PowerShell: Ability to write/maintain PowerShell scripts that can take input data, process it in loops and produce output data or actions at scale
  Ability to act as a subject matter expert on multiple of the following
• Networking (All OSI layers)
• Server infrastructure, troubleshooting and maintenance.
• Office 365\Entra backend systems
• Security (all levels and layers)
• Email infrastructure, security, including all aspects of DNS and email security.
• Windows desktop environment and deployment
• Apple desktop environment and deployment
• Azure infrastructure
• Expert at managing existing Azure infrastructures, including troubleshoot VMs and VM performances, networking, Azure services, Azure costs
  Clear written and verbal English skills.

Soft Skills:

• Attention to Detail and ability to accurately complete prescribed work.
• Ability to take escalations from frontline technicians, consult on ongoing issues, and take life transfers of clients.
• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with.
• Ability to pay close attention to detail while performing technically detailed tasks.
• Ability to deal effectively with stressful situations.
• Ability and willingness to recognize when it is necessary to ask for technical expertise from other team members.
• Ability to provide accurate time estimates for how long a task will take.
• Understands that the success of individuals is measured by the success of their teams.
• Ability to quickly learn new technologies using self-study materials and experience.
• Ability to articulate technical information clearly and simply to non-technical people.
• Enjoys helping people.
• Is self-motivated and can be self-directed when necessary.
• Enjoys sharing information, supporting others, and working on a team to achieve team goals.

Credentials and Experience:

• At least 5 years MSP, systems admin, or advanced helpdesk role
• Minimum 4 years experience Switching, VLAN, Routing, Firewalling Support
• Minimum 4 years experience - Mobile device support Android and Apple IOS
• Minimum 4 years experience - Server Hardware Technologies (CPU/RAID/SCSI) Support
• Minimum 4 years experience - Data Backup and Recovery Support,
• Corporate Antivirus Support, VPN Connectivity Support
• Has multiple certifications. The following certifications are preferred:
• Any M365 Expert, CCNA/CCDA/CCNP, Project+, Network+, Security+, Apple