Level 3 Help Desk Technician

Level 3

1. Technical Skills

• Advanced Operating Systems Knowledge:
• Deep understanding of Windows Server (Active Directory, DNS, DHCP, Group Policy, etc.), Linux, and macOS.
• Expertise in server management and virtualization technologies (e.g., VMware, Hyper-V).
• Networking Expertise:
• Advanced knowledge of networking protocols (TCP/IP, BGP, OSPF, VLANs, VPNs, DNS, DHCP, etc.).
• Experience with network design, troubleshooting, and optimization.
• Proficiency with routers, switches, firewalls, and load balancers.
• Ability to diagnose and resolve advanced network connectivity and performance issues.
• Cloud Technologies:
• Experience with cloud environments such as Microsoft Azure, AWS, and Google Cloud.
• Expertise in cloud migrations, hybrid environments, and managing cloud-based infrastructure.
• Virtualization:
• Advanced skills in managing virtual environments, including VMware, Hyper-V, and other virtualization platforms.
• Knowledge of virtual storage, networking, and resource allocation.
• Advanced Security:
• Expertise in security protocols, firewalls, intrusion detection/prevention systems (IDS/IPS), encryption, and security tools.
• Experience with multi-factor authentication (MFA), endpoint security, and patch management.
• Ability to manage and respond to security incidents and vulnerabilities.
• Scripting & Automation:
• Proficiency in scripting languages like PowerShell, Python, or Bash for automating tasks and improving workflows.
• Backup and Disaster Recovery:
• Experience with enterprise-grade backup solutions (e.g., Veeam, Datto, Acronis) and disaster recovery plans.
• Ability to design and implement business continuity solutions for clients.

2. Experience

• Extensive IT Support Experience:
• Typically, 3-5 years of hands-on experience in a help desk or systems administration role, with significant exposure to server management, networking, and troubleshooting complex systems.
• Escalation Management:
• Experience handling escalated issues from Level 2 support and providing expert-level troubleshooting.
• Enterprise IT Systems:
• Familiarity with enterprise systems, such as Microsoft Exchange, SharePoint, SQL Server, and other enterprise software suites.
• Project Management:
• Ability to lead or participate in IT projects, such as server migrations, infrastructure upgrades, or network redesigns.

3. Certifications

• Industry-Standard Certifications:
• Microsoft Certified: Azure Solutions Architect Expert or Microsoft Certified: Windows Server certifications (e.g., MCSA, MCSE).
• CompTIA Security , Network , Server (fundamental certifications, though not always required at Level 3).
• Cisco Certified Network Professional (CCNP) or Cisco Certified Internetwork Expert (CCIE) (for network professionals).
• Certified Information Systems Security Professional (CISSP) or Certified Ethical Hacker (CEH) (for those focused on cybersecurity).
• VMware Certified Professional (VCP) or VMware Certified Advanced Professional (VCAP) (for virtualization).
• ITIL Intermediate or Expert: For those with experience in IT service management and best practices.
• AWS Certified Solutions Architect or Google Cloud Professional Cloud Architect (for cloud-related roles).
• Specialized Vendor Certifications:
• Certifications for specific tools, software, or hardware platforms used by the MSP (e.g., Datto, Veeam, Palo Alto, Fortinet, etc.).

4. Soft Skills

• Strong Analytical Skills: Ability to diagnose and resolve complex issues that require deep technical knowledge.
• Customer Service Excellence: Excellent communication skills for working directly with clients to understand their issues, explain solutions, and provide recommendations.
• Collaboration: Ability to work as part of a team, often involving collaboration with other engineers, developers, and IT managers.
• Escalation Expertise: Understanding how to properly escalate issues to higher-level technical specialists or vendors when necessary.
• Mentorship and Leadership: Ability to mentor and guide junior technicians (Level 1 and Level 2), providing training and support as necessary.

5. Knowledge of MSP-Specific Tools

• RMM (Remote Monitoring and Management): In-depth knowledge of RMM tools like ConnectWise Automate, Kaseya VSA, or Datto RMM for proactive system monitoring and issue resolution.
• PSA (Professional Services Automation): Expertise in PSA platforms (e.g., ConnectWise Manage, Autotask, Tigerpaw) for ticketing, customer relationship management, and service delivery management.
• Advanced Backup Solutions: Proficiency with enterprise-level backup tools (e.g., Veeam, Datto, Acronis) and managing cloud or hybrid backup environments.
• Cloud Platforms: Advanced proficiency in managing cloud environments using AWS, Microsoft Azure, and other cloud platforms for hosting and infrastructure.

6. Availability

• Flexible Schedule: Ability to handle after-hours support, on-call duties, or weekend shifts, as many MSPs offer 24/7 services to clients.
• Emergency Support: Be prepared for high-stress situations where rapid response is needed, such as network outages, system failures, or cybersecurity incidents.

7. Personal Traits

• Attention to Detail: Ability to identify root causes and document detailed steps for issue resolution and system improvements.
• Adaptability: Willingness to quickly learn new technologies, processes, and tools.
• Proactive Approach: Ability to identify potential issues before they become critical and address them in advance.
• Problem-Solving Mindset: Ability to approach complex issues methodically, breaking them down and applying innovative solutions.

#ILL2

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

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

Schedule:

• Day shift

Ability to Commute:

• Bloomington, IL 61705 (Required)

Ability to Relocate:

• Bloomington, IL 61705: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000 - $80,000