Level 3 Helpdesk Technician

Job Summary:

We are seeking a skilled and experienced Level 3 Helpdesk Technician to join our dynamic Managed Service Provider (MSP) team.

The ideal candidate will provide expert-level technical support, resolving complex issues related to client systems, networks, and applications.

You will serve as an escalation point for lower-tier support technicians and work directly with clients to ensure efficient resolution of advanced technical issues.

As a Level 3 Helpdesk Technician, you will work closely with both internal teams and clients to troubleshoot, diagnose, and resolve high-priority IT challenges.

Your role will involve working on a range of issues, including server management, network infrastructure, advanced application support, and cybersecurity troubleshooting.

Key Responsibilities:

• Technical Support: Provide expert-level troubleshooting and resolution for advanced technical issues escalated from Level 1 and Level 2 technicians, covering hardware, software, network, and server-related problems.
• Client Interaction: Communicate directly with clients to resolve issues in a timely and professional manner. Ensure all customer interactions are handled with a high level of service and empathy.
• Systems Administration: Support, configure, and maintain various server environments (Windows Server, Linux, Virtualization platforms like VMware and Hyper-V).
• Network Support: Troubleshoot and manage network-related issues, including routers, switches, firewalls, VPNs, and other network infrastructure components.
• Security Support: Work with cybersecurity teams to identify, troubleshoot, and resolve security-related incidents, including malware infections, vulnerabilities, and other security threats.
• Documentation: Maintain accurate and detailed documentation of troubleshooting steps, solutions, and client configurations in the ticketing system and knowledge base.
• Escalation Point: Serve as the escalation point for Level 2 technicians, providing guidance, training, and mentorship as needed.
• System Monitoring: Assist in the monitoring and proactive management of client IT systems, including backups, antivirus, and critical infrastructure.
• Project Work: Participate in IT projects such as migrations, new installations, upgrades, and other client initiatives.
• Software/Application Support: Troubleshoot and support a variety of business applications and cloud-based solutions, including Microsoft 365, G Suite, and other line-of-business applications.
• Occasional On-Site Support: Provide on-site support to clients for more complex or hands-on issues, such as hardware installation, network troubleshooting, or system upgrades, when remote troubleshooting is insufficient or impractical.

This will involve travel to client sites within the region as needed.

Qualifications:

Experience & Skills:

• 5 years of experience in an IT support role, specifically in a Level 3 or advanced technical position.
• Strong expertise in Windows Server and Active Directory environments, including management of users, groups, and security policies.
• In-depth experience with network troubleshooting, including knowledge of TCP/IP, DNS, DHCP, VPNs, firewalls, and related technologies.
• Familiarity with virtualization technologies (VMware, Hyper-V, etc.) and cloud computing platforms (Microsoft Azure, AWS, etc.).
• Strong experience with backup solutions (Veeam, Datto, etc.) and disaster recovery planning.
• Knowledge of cybersecurity best practices and experience in managing endpoint protection, firewalls, and vulnerability management.
• Proficiency in diagnosing and troubleshooting application-related issues, including Microsoft 365, Exchange, and third-party business applications.
• Ability to quickly learn and adapt to new technologies and tools.
• Experience working in a Managed Service Provider (MSP) environment is preferred.

Certifications (Preferred but Not Required):

• CompTIA A or similar foundational certifications.
• CompTIA Network or equivalent networking certification.
• Microsoft Certified: Azure Administrator Associate or similar Microsoft certifications.
• Cisco Certified Network Associate (CCNA) or equivalent networking certifications.
• ITIL Foundation or similar IT service management certification.
• Certified Information Systems Security Professional (CISSP) or related security certifications.

Technical Skills:

• Proficient with Windows OS (10/11), Windows Server (2016/2019/2022), and Linux systems.
• Experience with Microsoft 365, Teams, and related collaboration tools.
• Knowledge of VoIP systems and unified communications solutions.
• Familiarity with remote monitoring and management (RMM) tools (e.g., Datto RMM, ConnectWise Automate, Kaseya).
• Proficient with ticketing systems such as Autotask.

Soft Skills:

• Excellent verbal and written communication skills, with the ability to explain complex technical issues in simple terms.
• Strong problem-solving skills with the ability to think critically and adapt to new challenges.
• Exceptional customer service mindset and ability to handle sensitive client relationships.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
• Ability to work both independently and as part of a collaborative team.

Benefits:

• Employee benefits package.
• Opportunities for career growth and advancement.
• Training and certification programs to enhance your skills and knowledge.
• Collaborative and supportive work environment.

Job Type: Full-time

Pay: $32.00 - $34.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Help desk: 5 years (Preferred)

Ability to Commute:

• Paso Robles, CA 93446 (Required)

Ability to Relocate:

• Paso Robles, CA 93446: Relocate before starting work (Preferred)

Work Location: In person

Salary : $32 - $34