**Help Desk Technician - Level 3 (Managed IT Services)** We are seeking an experienced, detail-oriented Level 3 Help Desk Technician to join our dynamic team at FUNCSHUN, 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! The Role **Key Responsibilities:** ✅ **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. --- **Required Qualifications & Skills:** ✅ **Must-Have Experience:** - 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). ✅ **Preferred Experience:** - 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. ✅ **Language Requirements:** - Fluent in English, both native speaking and writing skills required. - Strong Spanish proficiency, speaking and writing skills should be at or near native level. ✅ **Soft Skills:** - 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. - Join FUNCSHUN and become a critical contributor to our advanced technical support team! Ideal 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 What's on Offer? - Work within a company with a solid track record of success - Work alongside & learn from best in class talent - Great work environment