Level 3 IT Support (MSP Exp Required)

About Our Client:

Our Client is a technology consulting firm offering Managed IT Support Service to our clients. They are hiring for a full-time L3 Helpdesk Technician to join their growing and talented team. They offers the highest standard in customer service and technical solutions to optimize their client's business goals. We maintain a positive and supportive working environment with a strong focus on team orientation and individual professional growth, inspiring innovation.

About the Role:

They are seeking a highly skilled and motivated individual to join their team as an L3 Helpdesk Technician. In this role, you will provide advanced technical support, troubleshoot and resolve complex server and networking issues. The ideal candidate should possess exceptional technical knowledge, troubleshooting skills, and excellent communication abilities.

• Provide advanced technical support for escalated and complex issues.
• Handle escalations from both the L1 and L2 teams.
• Configure and manage DNS records, troubleshoot server issues, and work with Group Policy Objects (GPO) and Active Directory (AD).
• Set up shares on File Systems (FS) or SharePoint and establish correct permissions.
• Utilize firewall knowledge to enhance security measures.
• Demonstrate strong networking skills, including troubleshooting and optimizing network performance.
• Understand Wi-Fi technology and troubleshoot related issues.
• Apply extensive server troubleshooting skills to resolve intricate problems.
• Implement scripting and automation using languages like PowerShell to streamline routine tasks.

• Experience with cloud services such as Microsoft Azure and AWS.
• Familiarity with virtualization technologies (e.g., VMware, Hyper-V, AVD).
• Proficiency in scripting languages (e.g., PowerShell) and automation tools for task optimization.
• Knowledge of security best practices to safeguard the organization's IT infrastructure and data.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Proven experience in a technical support role, with a focus on Level 3 responsibilities.
• Excellent knowledge of computer systems, software applications, and advanced troubleshooting methodologies.
• Exceptional problem-solving and analytical skills, with the ability to think critically and make sound decisions under pressure.
• Outstanding communication skills, both written and verbal.
• Demonstrated ability to manage multiple priorities and work in a fast-paced environment.
• Strong customer service orientation.
• Minimum 5 years’ experience in an MSP environment or similar IT organization.
• Minimum 3 years’ experience with Windows Server 2016 and 2019 Operating Systems.
• Minimum 5 years’ experience working with Azure, Active Directory, DNS, and Office 365.
• Minimum 3 years’ experience working with RMM and PSA tools.
• Minimum 3 years’ experience troubleshooting network-related/site down issues.