IT Technician III

The IT Technician's role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective will be to respond to support requests in a timely manner, be the reference point for all IT support-related tickets, and ensure the satisfaction of the end-user, among other technical duties. IT Technicians are expected to display good interpersonal skills. The IT Technician will possess the ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills. The Level III Technician works jointly with the sales team to provide pre-sales and post-sales support, including tasks such as discovery meetings, site surveys, proposals, and presentations on technical assessments, implementations, and ongoing technical account management. The selected candidate will be results-oriented, self-motivated, energetic, professional, reliable, and a team player.

Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.

Prioritize incidents and service requests according to defined processes to meet defined SLAs.

Use remote tools (RMM) and diagnostic utilities to aid in resolving support requests.

Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

Administration of M365/Google tenants and users

Cloud administration (preferably MS Azure)

Administration of cybersecurity solutions (antivirus/EDR/MDR...)

Administration of networks

Perform preventative maintenance, including patching, vulnerabilities management...

Automate internal process by using adopted technologies (Autotask PSA, Ninja One RMM,...)

Ensuring company safety and security standards are met.

Previous MSP experience (mandatory)

Knowledge of main OSs for workstations/servers

Field experience with cloud, cybersecurity and AI solutions

Good knowledge of English and Spanish

Satisfactory Background Check contingent to hiring

Compensation: $80,000.00 - $90,000.00 per year