Level III Support Technician

5

At Agile Business Systems | Cyber Secure, we believe secure technology is the foundation of business growth and success. Since our founding, we’ve helped small and medium businesses protect their networks, simplify IT complexities, and achieve more with confidence. With our slogan—Secure, Simplify, Succeed—as our guiding principle, we go beyond IT support by integrating cybersecurity into every aspect of our clients’ technology environments and delivering peace of mind.

Our approach is proactive, personalized, and rooted in building long-term client relationships. We are financially strong, committed to our clients, and dedicated to supporting our team as we grow together, driven by shared core values.

Level 3 Service Support Technician

What do we do? We help small businesses manage their cybersecurity risk while providing the best technology and systems to support their growth. Our company is financially stable, committed to both client success and team development, and focused on achieving sustainable business growth.

Why are we different? Our team lives by our core values every day, which is the key to our success. We know what we stand for and what we won’t tolerate. We treat every member of our team with respect and dignity. We’re grateful you’re considering us but understand we may not be the right fit for everyone. Every team member here is committed to upholding our core values.

Our Core Values guide every decision we make:

• Security First, Always: Cybersecurity is foundational. Every service and solution we provide begins with safeguarding what matters most.
• Empowerment through Technology: We simplify complex challenges so our clients can focus on growing their business.
• Integrity & Trust: Honesty, transparency, and doing what’s right—these are the pillars of our long-term client success.
• Collaboration & Teamwork: We work as partners with our clients and within our team to achieve shared success.
• Continuous Learning & Innovation: Staying ahead of the curve ensures we deliver the best, most secure IT solutions.

(For our full list of core values, visit https://www.AgileCyberSecure.com)

Level 3 Service Support Technician

We are looking for a responsible Level 3 Service Support Technician to help support our managed services business. The Level 3 Service Support Technician is responsible for resolving escalated tickets from first and second level technical support within our company. These service requests typically involve workstations, servers, printers, networks, and vendor-specific hardware and software.

The successful candidate must have prior experience working for a managed service provider or comparable experience in an environment requiring documentation to be completed within tickets and other similar systems such as IT Glue, Hudu, etc.

Our successful candidate will be mainly responsible for leading our technical team as we monitor, support and optimize our customer’s workstations, printers, VoIP phones and other network devices. We are looking for someone who can solve networking and workstation issues independently. The ideal candidate will be escalation point for Tier 2 issues and will work with our technical staff and end users directly to help resolve system & user experience issues. The ideal candidate will be comfortable researching issues, working with our vendors, and being resourceful. All escalated, unresolved technical issues will be forwarded to you for resolution, so we require a high level of skill and a willingness to grow your skills. As the ‘go-to’ resource for escalated issues, you will be the final point of resolution. Our team is trained to present you with both the problem and a proposed solution to make the best use of your time.

In this position, you are a respected technical point of contact for many of our clients. You will have a direct impact on client satisfaction and our overall client satisfaction with our service. You are a key player on our team. Because of this responsibility, we require excellent written and verbal communication skills. You will be required to update our PSA tickets in a timely manner. As we often say, “If it’s not in a ticket, it didn’t happen.” You will have access to top-notch system management and documentation tools, and we expect you to master those tools. You will also be required to work with our entire team, including executive management, the sales and marketing team, and the complete technical team.

Joining our team means committing to our values. You will be responsible for:

• Embrace and demonstrate a commitment to our core values.
• Be flexible and adaptable, understanding that a small, dynamic business requires agility and change.
• Understanding that the work we do has a direct impact on the lives of our clients and end users alike. We strive to make a positive impact with each and every interaction.

Key Responsibilities:

• Lead the resolution of complex advanced Tier 2 and Tier 3 support requests related to workstations, servers, printers, and networks.
• Troubleshoot and resolve advanced hardware, software, and network failures.
• Mentor and assist Level 1 and Level 2 technicians, providing guidance and best practices.
• Serve as the primary escalation point for unresolved technical issues, collaborating with vendors as needed.
• Perform key project work, such as new client onboarding, system upgrades, and network implementations.
• Conduct cybersecurity risk assessments and contribute to security policy updates.
• Maintain and update client documentation, technical onboarding procedures, and troubleshooting guides.
• Participate in research and development initiatives to test and deploy new technologies.
• Lead status meetings to discuss ticket progress, priorities, and project updates.
• Collaborate with team members, including sales and executive management, to support overall business growth.
• Traveling onsite to the client as required (independent transportation is required)

Requirements

We require the following for our Level 3 Service Support Technician

· Good knowledge of desktop and laptop support

· Possess excellent general business knowledge to complete assigned tasks

· Excellent written and verbal English communication skills

· Excellent customer service skills

· Superior analytical, organizational and troubleshooting/ problem solving skills

· Ability to confidently and competently complete tasks with deadlines

• Ability to work and be available during 8am - 6pm shift
• Availability to work after hours and weekends (infrequent & compensated)
• Strong knowledge of Windows 7-11, MS Office suite, and Office365
• Strong knowledge of Windows Server operating systems
• A strong understanding of both on-premise domain controllers, Azure / Entra hosted domains, as well as an understanding of a hybrid domain model.
• At least a general knowledge of general Linux releases
• Tier 3 level networking skills (VLANs, DHCP, DNS)
• Deep knowledge of domains, user profiles and how they work (Tier 3 level)
• Level 3 VoIP skills
• Strong analytical and critical thinking skills
• A minimum of 5 years of recent experience troubleshooting various technology and user situations
• Self-motivated with a positive mindset and high level of enthusiasm
• Responsible and dedicated to the quality of work performed
• High attention to detail while dealing with a continuous flow of new and existing issues
• Ability to switch between tasks with minimal disruptions to support needs of the business
• Ability to relay technical information clearly and simply to non-technical people

Key Performance Indicators

• Escalation Resolution (within SLA)
• Customer Satisfaction Rating (average feedback score)
• Quantity & quality of improvements / recommendations suggested
• Quality and quantity of technical documentation created or updated

Job-Type : Full time

Benefits:

• Competitive salary: $58,000 - $72,000 per year (commensurate with experience)
• Health insurance
• 401(k) with company match
• Paid time off (and we encourage you to use it!)
• Travel reimbursement
• Bonus opportunities after your first year
• A collaborative, growth-focused environment with room for career advancement

Benefit Conditions: A waiting period may apply. Benefits are available to full-time employees only.

Schedule : 40 hours per week, with 5 – 8 hour shifts. There may be occasional planned overtime.

Work Location : 400 Commerce Blvd. Lawrence, PA 15055

Remote work: Is approved under certain conditions. Inquire for details during interview process.

Job Type: Full-time

Pay: $58,000.00 - $72,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• IT Support: 5 years (Required)

Language:

• English (Required)

Ability to Commute:

• Lawrence, PA 15055 (Required)

Ability to Relocate:

• Lawrence, PA 15055: Relocate before starting work (Required)

Work Location: In person

Salary : $58,000 - $72,000