IT Level 3

Position Overview

We are seeking a highly skilled IT Level 3 Engineer to provide advanced technical support and operational oversight for managed service provider (MSP) clients. The candidate will be responsible for handling backups virus remediation end-user desktop support RMM monitoring and ticket dispatching. This role requires proficiency with ConnectWise RMM and Autotask PSA along with the ability to work independently in a fast-paced environment.

Key Responsibilities

• System Security & Maintenance
  • Manage and monitor backups to ensure data integrity.
  • Identify troubleshoot and resolve virus and malware issues.
• End-User Support
  • Provide advanced desktop support for end users.
  • Resolve escalated technical issues efficiently and professionally.
• RMM & Ticketing
  • Oversee ConnectWise RMM dashboards for proactive monitoring.
  • Dispatch and manage tickets within Autotask PSA.
  • Ensure timely resolution and escalation of support requests.
• Client & Team Coordination
  • Communicate effectively with clients and internal teams.
  • Maintain documentation of processes incidents and resolutions.

Work Schedule (EST)

• 2:00 -10PM EST
• with Saturday shifts

Education & Experience

• Bachelors degree in Information Technology Computer Science or related field preferred.
• Minimum 35 years of IT support experience with at least 2 years in a Level 3 role.
• Prior experience working with US or UK-based MSP companies is strongly preferred.

Technical Skills

• Proficiency in ConnectWise RMM and Autotask PSA.
• Strong knowledge of backup solutions antivirus tools and desktop support.
• Familiarity with Windows and Mac operating systems networking fundamentals and remote troubleshooting.