Level 3 Support Technician - MSP

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Full Job Description

smartIT is seeking an experienced and highly technical Level 3 Support Technician – MSP to join our growing team. This is a key leadership position where you will serve as both a technical lead and mentor within the organization, overseeing critical escalations, driving ITIL best practices, and managing client implementations. As a Level 3 Support Technician, you will act as the highest point of escalation for our Helpdesk and Systems team, while also taking ownership of strategic initiatives that will improve service delivery and client satisfaction.

If you’re an IT expert who thrives in a dynamic and fast-paced managed services environment, with a strong foundation in IT architecture, network security, and advanced troubleshooting, we want to hear from you.

Key Responsibilities:

  • Technical Escalation & SME Leadership: Act as the Subject Matter Expert (SME) for high-level technical escalations, providing expert-level support and solutions for complex IT issues.
  • Client and Technical Support: Serve as the escalation point of contact for clients, managing escalations, and ensuring the successful resolution of complex technical issues.
  • ITIL Framework Implementation: Spearhead the adoption of ITIL framework across the IT organization, ensuring robust incident, problem, and change management processes are followed.
  • Client Engagement: Conduct regular client calls, virtual meetings, and on-site visits, acting as the technical lead to understand client needs and develop tailored IT solutions.
  • New Client Onboarding & IT Analysis: Lead the IT analysis and design phase for new clients.
  • Helpdesk and Systems Leadership: Oversee the Helpdesk and Systems Administration teams.
  • Project Management & Execution: Independently lead IT projects, ensuring successful outcomes.
  • Process & Efficiency Improvement: Develop and implement strategic initiatives to streamline Helpdesk operations and enhance client satisfaction.
  • Training and Mentorship: Provide technical training and mentorship to junior engineers and Helpdesk staff.

Qualifications:

  • Experience: Minimum of 5+ years of hands-on experience in a Managed Services Provider (MSP) environment.
  • Technical Leadership: Strong leadership skills with the ability to manage and motivate technical teams.
  • Subject Matter Expertise: Deep technical proficiency in areas such as network administration and cybersecurity.
  • Network Security & Configuration: Extensive experience with configuring and maintaining network devices.
  • Automation & Scripting: Proficient in scripting and automating IT tasks using tools like PowerShell or Python.
  • Client-Facing Skills: Excellent communication skills with the ability to engage directly with clients.
  • ITIL Knowledge: Strong knowledge of ITIL best practices.
  • Project Management: Ability to lead and execute technical projects with minimal oversight.

Location: Candidates must reside on Long Island in New York (Nassau or Suffolk County). This is a hybrid role.

Required Technical Skills:

  • Advanced expertise in Windows and macOS operating systems administration.
  • Network administration experience, including configuration of routers and firewalls.
  • Strong working knowledge of cloud services and virtualization.
  • Experience in scripting/automation using PowerShell, Python, etc.

Benefits:

  • Salary: $70,000 – $90,000 per year.
  • Health Benefits: Comprehensive health, dental, and vision insurance.
  • 401(k): Retirement savings plan with company match.
  • Paid Time Off: Generous PTO and holidays.
  • Learning & Growth: Significant potential for professional development.

If you’re an experienced IT professional ready to take your career to the next level, apply today and be part of our dynamic and innovative team!