The Offer Work within a company with a solid track record of success Work alongside & learn from best in class talent Great work environment The Job Advanced Technical Support & Troubleshooting Provide Level 3 support, diagnosing and resolving complex hardware, software, networking, virtualization, and application issues across multiple platforms. Act as a key escalation point for Level 1 and Level 2 technicians, providing expert guidance and effective resolution strategies. Design, implement, and optimize proactive monitoring and automation solutions aimed at improving overall client system reliability and performance. Analyze recurring issues to identify root causes and implement long-term solutions to minimize future incidents. Client Communication & Documentation Maintain comprehensive, detailed, and accurate documentation of client interactions, technical issues, troubleshooting processes, and final resolutions using industry-standard ticketing systems such as ConnectWise and Autotask. Effectively translate complex technical information into clear, understandable explanations for clients, ensuring high levels of customer satisfaction and trust. Proactively engage clients to manage expectations, provide regular updates, confirm resolution satisfaction, and maintain strong professional relationships. Conduct regular follow-ups to ensure client systems remain optimized and to identify potential future enhancements. System Management & Infrastructure Deployment Oversee monitoring and proactive management of sophisticated client infrastructures using Remote Monitoring & Management (RMM) tools such as NinjaRMM, Acronis, and other related technologies. Manage comprehensive endpoint deployment processes, including software installations, configurations, security policy applications, and regular system updates. Implement, verify, and manage robust backup solutions, disaster recovery strategies, and endpoint security frameworks to ensure continuous operational readiness and data integrity. Support infrastructure projects including migrations, upgrades, and expansions, ensuring minimal downtime and disruption to client operations. Team Leadership & Continuous Learning Mentor, train, and provide guidance to junior Level 1 and Level 2 technicians, fostering professional development and technical growth within the team. Lead by example, consistently demonstrating industry best practices in technical support, client management, and customer service. Continuously pursue advanced training and certifications to maintain technical excellence. Enhance internal documentation, knowledge bases, and refine support processes to continuously improve service quality and operational efficiency. The Profile You possess a Degree/Diploma in Computer Science, Engineering or related field. You are a strong team player who can manage multiple stakeholders You are a strong networker & relationship builder You pay strong attention to detail and deliver work that is of a high standard 3-5+ years of proven experience in advanced technical support roles, ideally within a Managed IT Services Provider (MSP) environment. Deep technical expertise and hands-on experience with Windows and Mac operating systems, hardware troubleshooting, and system optimization. Advanced understanding of Active Directory, Microsoft 365, Azure AD, DNS, DHCP, networking, and virtualization technologies (Hyper-V, VMware). Extensive hands-on experience with MSP tools such as ConnectWise, Autotask, NinjaRMM, Acronis, and other leading industry solutions. Demonstrated proficiency with endpoint protection and cybersecurity solutions, including SentinelOne, ThreatLocker, and similar advanced security platforms. Expert skills in deployment and configuration of VPN solutions, remote access technologies, firewall configurations, and secure network environments. Fluent in English, both native speaking and writing skills required. Strong Spanish proficiency, speaking and writing skills should be at or near native level. Exceptional communication and customer service skills. Advanced analytical and problem-solving abilities. Excellent time management skills, with proven ability to prioritize complex tasks, manage multiple concurrent projects, and meet tight deadlines. A collaborative, team-oriented approach combined with proven leadership and mentoring capabilities. The Employer Our client is seeking an experienced, detail-oriented Level 3 Help Desk Technician to join their dynamic team, a leading Managed IT Services provider dedicated to delivering innovative and efficient solutions to our diverse client base. The ideal candidate should possess advanced technical expertise, exceptional troubleshooting abilities, and a proven track record of independently resolving complex technical issues efficiently and effectively. If you're passionate about cutting-edge technology, committed to excellence in technical problem-solving, and thrive within a collaborative, fast-paced environment, we would love to hear from you!