L3 IT Support Technician

This is a remote position.

SUMMARY

We’re hiring an IT Support Technician (Level 3) to take ownership of Help Desk operations in a fast-paced MSP environment. This role is focused on solving issues efficiently, managing multiple tickets, and delivering a strong client experience. You’ll work across multiple client environments, handling issues end-to-end while maintaining clear communication and documentation.

JOB RESPONSIBILITIES

• You manage your ticket queue without getting overwhelmed
• You solve issues quickly and move on, without getting stuck researching
• You communicate clearly and keep tickets consistently updated
• You take ownership and follow issues through to completion
• You identify patterns and help improve how we operate
• Handle escalations
• Highly client-facing
• Document and organize the help desk

QUALIFICATIONS

• Experience in a ticket-driven support environment (MSP experience strongly preferred)
• Comfortable managing multiple tickets at once and prioritizing effectively
• Strong troubleshooting skills — able to diagnose and resolve issues efficiently
• Ability to escalate appropriately without over-researching
• Clear communicator — comfortable working with non-technical users
• Organized, self-motivated, and able to manage your own time
• Strong documentation habits and attention to detail
• Strong experience with Microsoft environments (Windows Server, Office365, Azure AD)
• Solid understanding of networking concepts (routers, switches, firewalls, VPNs)
• Experience with virtualization platforms (VMware, Hyper-V, or similar)
• Comfortable troubleshooting both hardware and software issues end-to-end
• Nice to Have
• Autotask (PSA)
• N-able / SolarWinds (RMM)
• Exposure to automation or scripting (PowerShell, etc.)
• Experience with accounting or business applications (QuickBooks, Sage, etc.)

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.