Level 3 Technical Support

Level 3 Technical Support Specialist

Position Overview The Level 3 Technical Support Specialist serves as the highest escalation point for complex IT issues, providing advanced troubleshooting, system oversight, and technical guidance. This role requires expertise in managed service provider (MSP) environments, strong problem-solving skills, and proficiency with professional service automation (PSA) and remote monitoring tools.

Key Responsibilities

• Provide advanced end-user desktop support and resolve escalated technical issues.
• Assist with backups, antivirus management, and endpoint security.
• Oversee Remote Monitoring and Management (RMM) tools to ensure system health and proactive maintenance.
• Perform ticket dispatching and workflow prioritization within PSA platforms.
• Collaborate with Level 1 and Level 2 support teams to ensure timely resolution of incidents.
• Document troubleshooting steps, resolutions, and best practices for knowledge base development.
• Ensure compliance with IT policies, security standards, and service-level agreements (SLAs).
• Support integration and optimization of IT service management tools.
  
  
  

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Minimum 3–5 years of experience in technical support, systems administration, or MSP environments.
  
  
  

• Proficiency with PSA tools such as ConnectWise, Autotask, or equivalent.
• Strong knowledge of RMM platforms and IT service management processes.
• Advanced troubleshooting skills for hardware, software, and network issues.
• Experience with backup solutions, antivirus software, and endpoint security.
• Excellent organizational and multitasking abilities.
• Strong communication skills for both technical and non-technical stakeholders.