IT Support Engineer & Network Administrator - Level 3

Job description
About the Role

We are seeking a highly skilled and articulate IT Support Engineer to provide L1, L2, and L3 support across various client environments. The ideal candidate must be comfortable troubleshooting a wide range of technical issues, explaining solutions clearly, and working in a fast-paced MSP setting.

Key Responsibilities

Provide L1, L2, and L3 technical support for Windows, Mac, and cloud environments.
Deploy & manage Windows Server 2016, 2019, and 2022 with Remote Desktop Services (RDS) and Remote Apps.
Troubleshoot network issues (LAN/WAN, VPN, firewalls, switches, routers).
Manage and support Office 365 and Exchange.
Use remote monitoring & management (RMM) tools (Datto RMM, Kaseya).
Implement and maintain disaster recovery & backup solutions (Datto).
Configure and maintain firewall security tools.
Support cloud services and deploy VoIP solutions.
Perform end-user support, onboarding, and device management.
Work with ticketing systems (Autotask or similar).
Document processes and create knowledge base articles in IT Glue.
Assist in hardware/software installations, maintenance, and upgrades.
Perform server maintenance, patching, and security updates.
Create detailed documentation & knowledge base articles in IT Glue.
Provide remote & onsite support for US-based clients as needed.
Required Qualifications

? Minimum 2 years of MSP experience (Applicants without this will be rejected).
? Proven ability to troubleshoot, explain, and document complex IT issues.
? Excellent comprehension and communication skills (must be able to elaborate on technical solutions).
? Hands-on experience with IT Glue, Datto RMM, and Autotask.
? Strong problem-solving skills with the ability to work independently.
? Experience managing Office 365, Exchange, and networking environments.
? Ability to multitask across multiple clients and industries.

Job summary
This role involves troubleshooting hardware and software issues, managing networks, supporting cloud infrastructure, and ensuring seamless operations.