About us

CatchMark Technologies is a Managed IT Services Provider with offices in Grand Rapids, MI and Whitehall, MI. We solve problems, both technical and business-related, for ourselves and our customers.

Our mission is to solve problems. While we specialize in solving technical problems, we want to use our skills and resources to solve social problems as well.

We are seeking an experienced and highly skilled Tier 3 IT Technician to join our Managed Services Provider (MSP) team. The Tier 3 IT Technician will be responsible for providing advanced technical support, resolving complex IT issues, and ensuring the stability and performance of our clients' IT environments. The ideal candidate will have a deep understanding of networking, server infrastructure, and IT security, and will be capable of leading troubleshooting efforts and implementing solutions for critical issues.

Key Responsibilities:

Advanced Technical Support:

Provide tier 3 support for escalated technical issues from tier 1 and tier 2 technicians.

Diagnose and resolve complex hardware, software, and network issues.

Perform root cause analysis and implement permanent solutions to prevent recurrence of issues.

Network and Server Management:

Manage and maintain client networks, servers, and other critical infrastructure.

Configure and optimize network devices, including routers, switches, and firewalls.

Implement and manage virtualized environments (VMware, Hyper-V)

Security and Compliance:

Ensure the security and integrity of client data and systems through best practices and security protocols.

Perform regular security assessments and vulnerability scans.

Implement and manage backup and disaster recovery solutions.

Project Implementation:

Lead and participate in IT projects, including system upgrades, migrations, and new installations.

Develop project plans, timelines, and documentation.

Coordinate with clients and internal teams to ensure successful project delivery.

Client Communication and Support:

Act as a technical advisor to clients, providing guidance and recommendations for IT improvements.

Maintain strong relationships with clients through regular communication and on-site visits.

Provide training and knowledge transfer to clients and internal staff as needed.

Documentation and Reporting:

Maintain detailed documentation of client environments, configurations, and support activities.

Generate and present reports on system performance, incidents, and project status.

Contribute to the development and maintenance of internal knowledge base articles and technical documentation.

Qualifications:

Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.

Minimum of 6 years of experience in IT support, with at least 2 years in a tier 3 or senior technical role.

Proficiency in server administration and virtualization technologies (Windows Server, VMware, Hyper-V).

Strong understanding of IT security principles and practices, including firewalls, intrusion detection/prevention, and endpoint protection.

Experience with cloud services and platforms (Azure, AWS, Google Cloud).

Excellent problem-solving skills and the ability to troubleshoot complex issues.

Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

Industry certifications such as CompTIA Network , Microsoft MCSA/MCSE, or equivalent are highly desirable.

Working Conditions:

Full-time position in office. (Grand Rapids, MI or Whitehall, MI)

Ability to travel to client sites as needed.

May require lifting and carrying of equipment up to 50 pounds.