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Ram Jack · 1 day ago

MSP Level 3 Technician

Manchester, NH

Full-time

Hybrid

Senior Level

5+ years exp

Ram Jack is seeking a highly skilled Managed IT Services (MSP) Level 3 Technician to join their team, specializing in providing top-tier IT support to Small to Medium-sized businesses. The ideal candidate will have extensive technical knowledge and a passion for delivering exceptional customer service in a dynamic IT environment.

Building MaintenanceCommercialConstructionProfessional ServicesReal EstateResidential

Responsibilities

Provide advanced technical support for a variety of IT systems, including servers, networks, and software applications. Troubleshoot and resolve complex issues escalated from Level 1 and Level 2 technicians

Design, implement, and manage robust network solutions to ensure optimal performance and security for clients. Monitor network performance to identify potential issues and take proactive measures

Perform regular maintenance and upgrades on client systems, including patch management, backup and recovery, and system monitoring. Ensure that all systems are secure, up-to-date, and compliant with industry standards

Maintain strong relationships with clients by providing professional and timely support. Understand client needs and recommend appropriate technology solutions to enhance their business operations

Lead and manage IT projects, including system migrations, network installations, and software deployments. Coordinate with internal teams and external vendors to ensure successful project delivery

Create and maintain detailed documentation for all client environments, including network diagrams, system configurations, and troubleshooting procedures. Ensure that all documentation is accurate and up-to-date

Provide guidance and mentorship to Level 1 and Level 2 technicians. Conduct training sessions to enhance the technical skills of the team and improve overall service quality

Ensure that all client systems comply with relevant regulations and industry standards, including data privacy and cybersecurity requirements. Perform regular audits and assessments to identify and address potential vulnerabilities

Provide on-call support for critical issues. Respond to emergencies promptly and take appropriate actions to minimize downtime and loss of data, including after-hours and weekend support as needed

Qualification

MSP experienceWindows serverLinux serverNetworking protocolsCompTIA certificationsCloud platformsRMM toolsDocumentation toolsCustomer serviceProblem-solvingProject managementCommunication skillsTeam collaboration

Required

Minimum of 5 years in IT support, including 2 years in a Level 3 or senior technician role

Proficiency in Windows and Linux server environments, virtualization technologies (VMware, Hyper-V), and cloud platforms (Azure, AWS)

Strong knowledge of networking protocols, firewalls, VPNs, and cybersecurity best practices

Experience with monitoring tools such as SolarWinds, Auvik, or similar

Hands-on experience with Remote Monitoring and Management (RMM) tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk

Proficiency in documentation tools like Hudu, IT Glue, or SharePoint, with experience in structured IT documentation and process standardization

Strong analytical skills to diagnose and resolve complex technical issues

Proven experience managing IT projects from inception to completion

Excellent verbal and written communication skills

Ability to explain technical concepts to non-technical clients

Outstanding customer service

Ability to work in a fast-paced, evolving technology environment

Continuously learning and contributing to a collaborative team culture

Ability to work both onsite and remotely, depending on client needs

Prepared for occasional travel to client locations

Possess a valid driver's license

Flexibility in working hours, including evenings and weekends, may be required to accommodate client emergencies or project deadlines