Sole Hire ยท 1 month ago
Tier 3 \- IT Helpdesk Support Technician: MSP EXPERIENCE REQUIRED
United States
Full-time, Contract
Remote
Senior Level
$70K/yr - $80K/yr
7+ years expSole Hire is a growing small-to-mid-size Managed Service Provider (MSP) seeking a Tier III Help Desk Technician to join their fully remote technical support team. The role involves managing high-level support escalations, performing root-cause analysis, and ensuring optimal system performance across multiple client environments.
Human Resources
No H1B
U.S. Citizen Only
Responsibilities
Serve as the primary escalation point for complex technical issues across client environments
Provide advanced support for Microsoft 365, Active Directory, and Windows Server (2016/2019/2022)
Manage and troubleshoot DNS, DHCP, VPN, and firewall configurations
Perform system maintenance, patching, and monitoring to ensure compliance and uptime
Support both Windows and macOS users in hybrid cloud environments
Utilize RMM and PSA tools (e.g., ConnectWise, Datto, NinjaOne, or Atera) for monitoring and documentation
Assist with onboarding and offboarding, including device provisioning and account management
Collaborate with project teams on migrations, implementations, and infrastructure upgrades
Mentor and guide Tier I and II technicians to improve service quality and consistency
Qualification
Required
7+ years of progressive IT support experience, with at least 2 years in a Tier II or higher MSP environment
Strong knowledge of Windows Server administration and Active Directory management
Expertise in Microsoft 365 administration, Intune, and Azure AD
Solid understanding of networking protocols (DNS, DHCP, TCP/IP, LAN/WAN)
Experience using RMM and PSA tools (ConnectWise, Datto, NinjaOne, etc.)
Excellent problem-solving, documentation, and customer service skills
Must be authorized to work in the United States. Sponsorship is not available
Preferred
Experience supporting macOS environments a plus
Relevant certifications (CompTIA Network+, Security+, Microsoft MCSA/MCP) preferred
Benefits
Medical, Dental, and Vision Insurance
401(k) Retirement Plan
Paid Time Off (PTO)
Flexible Remote Work Environment
Professional Growth Opportunities in a Remote-First MSP
Company
Sole Hire
Bridging the gap between employers and employees is integral in establishing a strong team.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase