Senior IT Support Technician
Core
Primary L2-3 escalation point for complex Help Desk technical issues, troubleshooting advanced infrastructure problems across servers, virtualization, networking, storage, cloud, and end-user environments.
Role type
Senior IT Support Technician (L2-3 Escalation)
Builds
Durable, stable fixes for complex technical issues; supports migrations, upgrades, and deployments across multiple client environments.
Domain
IT Infrastructure & Managed Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Windows Server administration, Active Directory management, VMware/Hyper-V virtualization, networking (firewalls, switching, routing, VPNs), Microsoft 365, Azure, troubleshooting, diagnostic expertise, root cause analysis, documentation, mentoring.
Preferred skills
MSP/MSSP background, cybersecurity tools exposure, ConnectWise, adaptability to new tools, consulting mindset.
Technologies
Active Directory, Azure, Cloud, Copilot, Cisco, Firewall, Hyper-V, Microsoft 365, Microsoft Intune, Security, VMware, Windows, Office 365
Responsibilities
Troubleshoot and resolve advanced infrastructure problems across servers, virtualization, networking, storage, cloud, and end-user environments; analyze issues end to end and implement durable fixes; support and troubleshoot third-party and line-of-business applications; assist with or lead technical elements of projects, migrations, upgrades, and deployments; create and maintain accurate documentation, knowledge articles, and service records; provide guidance, mentoring, and resolution support for advanced technical help; communicate clearly with clients translating technical matters into business-friendly language; provide after-hours support for urgent issues.
Seniority
Senior, hands-on IC