IT Support Engineer Level 3

Job Title: Level 3 IT Support Specialist

Job Overview:

We are seeking an experienced Level 3 IT Support Specialist with extensive knowledge in managing and supporting a wide range of IT systems and applications. The ideal candidate should possess advanced technical expertise, excellent communication skills, and strong problem-solving abilities. You will be responsible for providing high-level support, managing escalations, and ensuring the stability and security of IT infrastructure for our clients.

Key Responsibilities:

• Provide advanced technical support and troubleshooting for complex IT issues, ensuring minimal downtime and high availability.
• Manage and maintain Autotask for ticketing, workflow automation, and IT service management.
• Administer and optimize IT Glue for documentation and knowledge management.
• Support and configure Microsoft products including Microsoft 365, Azure, and Defender for endpoint security.
• Implement and maintain security solutions including Huntress and DNS Filter for threat detection and DNS security.
• Manage Auto Elevate for privileged access management (PAM) and ensure compliance with security policies.
• Administer and support Breach Secure for end-user security awareness and phishing simulation.
• Configure and maintain firewall and network security solutions using SonicWall and Ubiquiti devices.
• Support virtual desktop infrastructure (VDI) and cloud environments using Nerdio.
• Implement and manage backup and disaster recovery solutions with Datto, Acronis, and Backupify.
• Collaborate with cross-functional teams to design and implement IT solutions that meet business needs.
• Lead incident response and problem management processes, including root cause analysis and preventive measures.
• Provide mentorship and technical guidance to Level 1 and Level 2 support teams.
• Maintain up-to-date documentation of configurations, processes, and procedures.

Required Skills and Experience:

• 5+ years of experience in a Level 3 IT Support role or equivalent senior technical position.
• Extensive experience with Autotask and IT Glue for IT service management and documentation.
• Proficiency in managing and supporting Microsoft 365, Azure, Defender, and other Microsoft technologies.
• Strong knowledge of cybersecurity tools including Huntress, DNS Filter, and Auto Elevate.
• Experience with SonicWall and Ubiquiti for network security and configuration.
• Proficient in Nerdio for virtual desktop infrastructure management.
• Hands-on experience with Datto, Acronis, and Backupify for backup and disaster recovery.
• Excellent problem-solving abilities and a proactive approach to incident and problem management.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.

Preferred Qualifications:

• Certifications in relevant technologies, such as:
  • Microsoft Certified: Azure Administrator Associate
  • CompTIA Security+ or CISSP for cybersecurity
  • SonicWall Certified Security Administrator (SCSA)
  • Datto Certified Deployment Specialist
• Experience with automation and scripting for IT tasks and processes.