Level 3 Service Desk Technician

The position will primarily support clients by phone and email, most often resolving client issues through direct access to end user devices and client servers. This position will be involved with networking, firewall and VPN troubleshooting, server and workstation connectivity issues, system monitoring (server, desktop, and networking), Windows Servers (IIS, Exchange, Active Directory, etc.), backup and restore work, cloud administration (Microsoft 365, Google, Dropbox, etc.) and PC support.

Key Responsibilities:

Primary day-to-day: Work as part of the support team, handling incoming issues via phone, email, chat.

• Provide expert-level technical support for clients’ IT infrastructure, including Microsoft 365, Palo Alto, Juniper, Windows Server, Windows desktop, and Apple/Mac.
• Troubleshoot complex issues and provide resolution to Level 1 and 2 technicians.
• Mentor and guide Level 1 and 2 technicians, providing training and support as needed.
• Serve as an escalation point for complex issues that cannot be resolved by Level 1 and 2 technicians.
• Communicate by phone, email, and chat with a friendly and professional demeanor.
• Provide excellent customer service, ensuring that clients are satisfied with the resolution of their IT issues.
• Create and update tickets in AutoTask PSA to maintain accurate documentation of client issues and resolutions.
• Access and support client machines using Datto RMM and other remote access products; configure and use automation for client administration.
• Coordinate and participate in meetings with technical vendors on support issues.
• Create and update client documentation.
• Assist with various projects as experience and availability allow.
• Assist with the creation of process and procedure documentation.
• Participate in an on-call rotation (approx. one week/two months) to provide 24x7x365 emergency support to our clients.
• Other duties as assigned.

Qualifications and Abilities:

• At least five years prior experience working on a service desk/help desk team using a ticketing system.
• Strong critical thinking and organizational skills with attention to detail. Ability to troubleshoot complex technical issues.
• Exceptional client relations skills in listening, being empathetic, verbal and written communication.
• Bachelor’s degree in information technology (or related field) or comparable experience.
• Ability to remotely support clients.
• Four years’ experience supporting Windows servers, including Active Directory, File and Storage Services, and Remote Desktop Services.
• Familiarity with hypervisor platforms including VMWare and Hyper-V.
• Experience installing and supporting Windows desktop environments, printers, etc.
• Experience administering a multifactor authentication/single sign on platform, such as Duo or Okta.
• Strong understanding of TCP/IP, DNS, DHCP, wireless networking technologies, routing and switching, and internet connectivity troubleshooting abilities.
• Experience configuring and managing enterprise-class firewalls, switches, and wireless access points.
• Solid understanding of data backup and recovery practices.
• Ability to work independently and as part of a team.
• Ability to prioritize and manage multiple competing priorities simultaneously.
• Ability to mentor and guide Level 1 and 2 technicians.

Additional Abilities (Preferred):

• Knowledge of Apple devices (iMacs, MacBook’s, iPhones) and operating systems (Mac OS, iOS).
• Experience with Palo Alto firewalls and Juniper switches and access points.
• Experience with MS SQL Server (2008 and up).
• Applicable certifications such as: Palo Alto, Juniper, Datto Siris, etc.
• Prior experience with Managed Service Provider technologies.

This position works in our Rochester office with some flexibility of working at home at times based on our WFH policy. We have a great benefits package and an awesome culture.

This is a full-time salaried position in the $65k-$85k range, depending on experience. If you are a highly skilled Level 3 technician with experience in Microsoft 365, Palo Alto, Juniper, Windows, and Apple/Mac, and are looking for a challenging and rewarding career with an MSP, we encourage you to apply for this exciting opportunity.