About the Role

We are seeking a seasoned IT Tech Support Level 3 professional to become part of an expanding team. This position focuses on delivering high-level technical assistance, addressing complicated system and infrastructure problems, administering Microsoft cloud environments, and working closely with internal IT colleagues to ensure strong support for end users.

Detyrat

Key Responsibilities
Advanced Technical Support

• Manage technically complex and escalated support requests.
• Contribute to resolving issues connected to system engineering.
• Support the organization and prioritization of the service board when required.

User Support

• Offer advanced troubleshooting for desktop environments and provide technical assistance to end users.
• Identify and fix network and connectivity-related problems.
• Address complex user technical issues within an appropriate timeframe.
• Provide live support while upholding a high standard of customer service.

Microsoft Environment Administration

• Oversee and maintain the Microsoft 365 environment.
• Administer device management through Microsoft Intune.
• Track and support endpoint protection with Microsoft Defender.

System Management

• Control user access levels and permissions.
• Set up and maintain endpoints.
• Apply and uphold device and security policies.

Escalation Handling

• Investigate and solve advanced technical problems escalated from lower support levels.
• Partner with the internal IT team on complicated infrastructure and system matters.
• Record troubleshooting actions, solutions, and technical processes.

Kualifikimet

Qualifications

• At least 3 years of experience in Level 3 Help Desk or IT Support.
• Prior background working within a Managed Service Provider (MSP) environment.
• Strong abilities in troubleshooting and analytical problem-solving.
• Practical experience with Microsoft 365, Azure AD, Intune, and Windows Autopilot.
• Good knowledge of networking fundamentals, including DNS, DHCP, VPNs, and firewalls.
• Experience supporting Windows desktop environments and end users.
• Ability to work remotely from Monday-Friday 9am-6pm EDT.
• Capacity to work independently and handle multiple priorities in a dynamic environment.

What We're Looking For

• Well organized and attentive to details.
• Motivated and reliable.
• Assured in approach and proactive in action.
• Adaptable and flexible.
• Cooperative and easy to collaborate with.