Fixed Schedule: 8:30am-5:30pm EST (40 hours per week)

Responsibilities

• Advanced Escalation Support: Serve as the final escalation point for complex technical issues that cannot be resolved by Tier 1 or Tier 2 teams.

• Infrastructure & Network Troubleshooting: Diagnose and resolve advanced issues involving servers, networks, virtualization, firewalls, backup systems, and cloud services.

• Root Cause Analysis: Perform deep-dive investigations into recurring or high-impact incidents to identify and implement long-term solutions.

• Client-Facing Leadership: Act as a trusted advisor for key clients, explaining technical issues in clear, professional terms while maintaining strong customer relationships.

• Documentation & Standards: Maintain accurate technical documentation, update knowledge base articles, and ensure compliance with internal procedures.

• Process Improvement: Recommend and implement improvements to support workflows, monitoring tools, and escalation procedures to enhance service quality and efficiency.

• Project Participation: Assist with IT infrastructure projects, system upgrades, and client onboarding, contributing expertise to ensure successful deployments.

• Continuous Learning: Stay up to date with emerging technologies, cybersecurity trends, and MSP best practices.

Requirements

• Experience: 5+ years of progressive IT support experience, with at least 2 years in a Tier 2/3 or senior technical support role, ideally within an MSP environment.

• MUST be available to work the fixed schedule: 8:30 AM – 5:30 PM Eastern Time

• Technical Proficiency:

  • Windows Server, Active Directory, Group Policy, Exchange/Office 365, and Azure AD.

  • Networking (TCP/IP, DNS, DHCP, firewalls, VPNs, VLANs, routing, and switching).

  • Virtualization platforms (VMware, Hyper-V).

  • Backup, disaster recovery, and endpoint protection solutions.

  • Strong understanding of cloud technologies (Microsoft 365, Azure, AWS preferred).

• Problem-Solving Skills: Ability to analyze, diagnose, and resolve complex multi-layered issues across systems, networks, and applications.

• Communication Skills: Excellent written and verbal communication with the ability to explain technical solutions to both technical and non-technical audiences.

• Customer Orientation: Proven ability to deliver outstanding service while managing multiple priorities and high-pressure situations.

• Certifications (Preferred): Microsoft (MCSA/MCSE/Modern Workplace), Cisco (CCNA/CCNP), CompTIA (Security+, Network+, Server+), or equivalent.

• Education: BA/BS in Computer Science, Information Technology, or related field preferred, or equivalent experience.

Scope of Role

• Tier 3 Specialist Tasks: Manage advanced escalations including server issues, security incidents, cloud integrations, and advanced networking.

• Client Engagement: Act as a technical escalation point for US-based small to mid-sized business clients, building trusted long-term relationships.

• Leadership & Growth: Opportunity to take on leadership responsibilities, mentor the support team, and expand into architecture or engineering roles as the business grows.

Independent Contractor Perks

HMO Coverage for eligible locations

Permanent work from home

Immediate hiring

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