IT Support – Level 3

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver remote and onsite technical assistance across all tiers (Level I, II, and III)

• Take complete responsibility for support tickets from the initial response to resolution

• Diagnose issues related to workstations, servers, printers, networks, and software applications

• Support and manage systems, including Microsoft 365, cybersecurity tools, backups, and remote access solutions

• Execute server administration tasks (Active Directory, Group Policy, DNS, DHCP, file shares, permissions, etc.)

• Set up, maintain, and troubleshoot network infrastructure (firewalls, switches, VPNs, wireless networks, VLANs)

• Monitor, test, and validate backup and disaster recovery systems to ensure their reliability

• Assist in onboarding new clients, involving system setup, migrations, and deployments

• Coordinate with vendors and third-party service providers to resolve technical issues and maintain systems

• Keep accurate and current documentation for systems, processes, and environments

• Adhere to ticketing standards, ensuring comprehensive notes, updates, troubleshooting steps, and resolution summaries

• Recognize recurring issues and proactively recommend enhancements or long-term solutions

• Aid in the development and improvement of SOPs, workflows, and internal documentation

• Manage both basic support tasks (password resets, printer issues, user setup) and advanced engineering tasks

• Oversee multiple tickets, projects, and priorities concurrently

• Engage in after-hours or emergency support as needed

• Mentor junior team members and contribute to the overall development of the team

⛳️ Requirements

• Minimum 4 Years of Demonstrable Experience in IT support, systems administration, or a related role

• Strong proficiency in Windows environments (workstations and servers)

• Comprehensive understanding of Active Directory, DNS, DHCP, Group Policy, and permissions

• Experience in supporting Microsoft 365 (Exchange Online, OneDrive, SharePoint, Teams, MFA)

• Familiarity with networking concepts including firewalls, VPNs, VLANs, and wireless infrastructure

• Experience with backup and disaster recovery tools and processes

• Knowledge of RMM tools, ticketing systems, and documentation platforms

• Strong troubleshooting and problem-solving skills

• Excellent written and verbal communication abilities

• Capability to articulate technical issues clearly to non-technical users

• Strong organizational skills and meticulous attention to detail

• Ability to juggle multiple priorities in a dynamic environment

🏝️ Benefits

• Competitive salary

• Opportunity to influence the HR function of a rapidly expanding BPO

• Collaborate closely with a team of industry leaders who have successfully scaled BPOs in the past

• Opportunities for career growth and development