3rd Line IT Analyst

About the position

Position: Level 3 IT Technician (Remote - Full Time)

We're seeking a highly skilled and dependable Level 3 IT Technician to join our Managed Services team. This role serves as the final point of technical escalation and will be responsible for resolving the most complex issues, supporting project work, and ensuring overall service excellence.

This is a remote, full-time position suited for a senior technician with deep experience in MSP environments and advanced proficiency across infrastructure, cloud, and networking.

Key Responsibilities

• Serve as the final escalation point for complex helpdesk and infrastructure issues
• Plan and execute technical projects (migrations, deployments, onboarding, upgrades)
• Support and maintain server, network, and cloud infrastructure (Microsoft 365, Azure, firewalls, virtualization, backups, etc.)
• Collaborate with internal teams to design and implement reliable, scalable solutions
• Guide and mentor junior technicians when appropriate
• Ensure accurate documentation and time entry using PSA/RMM tools
• Maintain a high standard of service and professionalism, even under pressure

Required Skills & Experience

• Minimum 5 years experience in a technical support role, at least 2 years at Level 3 or similar
• Strong MSP background with hands-on experience supporting multiple clients/environments

Expertise in:

• Microsoft 365 and Azure administration
• Windows Server, Active Directory, Group Policy
• Firewalls, networking (VLANs, VPNs, DHCP, DNS), and switches
• Virtualization (Hyper-V, VMware)
• Backup and disaster recovery solutions
• Proficiency with standard MSP toolsets:
• RMM software (e.g., N-central, Datto RMM, ConnectWise Automate)
• PSA platforms (e.g., Autotask, ConnectWise Manage)
• Strong analytical and problem-solving skills
• Excellent documentation and time management habits
• Microsoft certifications strongly preferred (e.g., MS-102, AZ-104, or equivalent)

Preferred Attributes

Demonstrated ability to guide and support junior team members

Independent, reliable, and consistent under pressure

Strong written and verbal communication skills

Additional Details

Work hours: 8:30 AM - 5:30 PM US Eastern or Central Time

After-hours work: Infrequent, emergency-based availability required

Work location: 100% remote

Vehicle: Not required

Desired Skills:

• IT Analyst

About The Employer:

We're seeking a highly skilled and dependable Level 3 IT Technician to join our Managed Services team. This role serves as the final point of technical escalation and will be responsible for resolving the most complex issues, supporting project work, and ensuring overall service excellence.