Job Description
Link Technologies (LinkTechConsulting.com), a Las Vegas-based IT consulting firm, is currently seeking a Tier 3 Support to join our team.
QUALIFICATIONS
- Minimum of five (5) years of experience in IT support, with at least two (2) to three (3) years in a Level 3 or senior technician role, ideally within an MSP environment.
- Proven track record of managing complex IT infrastructure projects and working in multi-client environments.
- Experience troubleshooting advanced networking, server, and cloud issues and leading team members through technical challenges.
- CompTIA Network+, CompTIA Security+, or equivalent certifications REQUIRED.
- Microsoft Certifications (e.g., Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified).
- Expertise in managing and troubleshooting Windows Server (2012/2016/2019/2022) and Linux-based servers.
- Advanced experience with VMware and Hyper-V environments, including VM deployment, resource management, and troubleshooting performance issues.
- Strong knowledge of networking principles (TCP/IP, DNS, DHCP, VLANs, QoS) and experience configuring and troubleshooting routers, switches, firewalls (e.g., SonicWall, Fortinet, Cisco).
- Proficient experience managing Microsoft 365, Azure, and AWS environments, including cloud migrations, email security, and hybrid infrastructure.
- Expertise with backup solutions such as Veeam, Acronis, or Datto, and disaster recovery planning and execution.
- Deep understanding of security frameworks, firewalls, VPNs, endpoint security solutions, and compliance requirements.
- Experience with remote monitoring and management platforms such as ConnectWise Automate, N-able, or Kaseya to proactively monitor and maintain client systems.
- Proficiency with Professional Services Automation (PSA) tools, i.e., ConnectWise Manage, Autotask, or similar, for ticketing and client relationship management.
- Advanced knowledge of scripting (e.g., PowerShell, Bash) for automating routine administrative tasks and streamlining processes.
- Ability to quickly diagnose complex technical issues and implement effective solutions.
- Capable of leading technical teams, mentoring junior staff, and managing project timelines and deliverables.
- Committed to providing excellent customer service and building lasting relationships with clients.
- Strong ability to manage multiple tasks and projects simultaneously, meeting deadlines and exceeding client expectations.
- Excellent verbal and written communication skills to explain technical solutions to non-technical stakeholders and document projects clearly.
PREFERRED
- VMware Certified Professional (VCP) or Microsoft Certified: Azure Solutions Architect Expert.
- Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) for networking proficiency.
- ITIL Foundation or other IT service management certifications.
KEY RESPONSIBILITIES
Advanced Technical Support:
- Handle complex technical issues escalated from Level 1 and Level 2 technicians, providing advanced troubleshooting and root cause analysis.
- Provide remote and on-site technical support for servers, networks, and workstations, ensuring clients’ systems are fully operational.
- Configure, manage, and troubleshoot routers, firewalls, switches, and wireless access points for clients, ensuring high availability and security.
- Maintain and troubleshoot client servers (Windows Server, Linux) and storage systems, including virtualized environments (VMware, Hyper-V).
- Support and manage cloud environments, including Microsoft 365, Azure, and AWS, for client infrastructure and business services.
Project Management and Implementation:
- Lead and execute infrastructure upgrades, network installations, and server migrations for clients, ensuring minimal disruption and timely completion.
- Collaborate with clients to understand their business needs, recommend solutions, and design technical implementations that align with their objectives.
- Ensure detailed project documentation, including design, implementation steps, and configuration notes, and provide handover to the support team for ongoing management.
- Coordinate with third-party vendors (e.g., hardware, software, and telecom providers) during project implementation, upgrades, or troubleshooting processes.
Systems Administration and Monitoring:
- Active Directory and Domain Management: Administer and troubleshoot Active Directory, Group Policies, DNS, DHCP, and domain controllers for client environments.
- Ensure systems are patched and updated regularly, implementing security best practices to mitigate vulnerabilities.
- Utilize RMM (Remote Monitoring and Management) tools (e.g., ConnectWise Automate, N-able) to proactively monitor client environments, automate routine tasks, and respond to critical alerts.
- Design, implement, and manage backup solutions and disaster recovery strategies to protect client data and ensure business continuity.
Cybersecurity and Compliance:
- Configure and maintain firewall policies, VPNs, IDS/IPS, and other security measures to safeguard client networks from threats.
- Oversee the deployment and management of endpoint security solutions, including antivirus, anti-malware, and intrusion prevention systems (IPS).
- Conduct regular security audits and vulnerability assessments for client environments, recommending and implementing remediation steps as necessary.
- Ensure that client systems are compliant with industry standards (e.g., HIPAA, PCI DSS) by implementing security controls, encryption, and multi-factor authentication (MFA).
Mentorship and Leadership:
- Provide guidance, training, and mentorship to Level 1 and Level 2 technicians, helping them grow their technical skills and improve problem-solving abilities.
- Act as the final escalation point for the support team, making high-level decisions on critical incidents and resolving complex technical issues that require expert knowledge.
- Lead technical workshops and knowledge-sharing sessions for the internal team, ensuring that best practices and new technologies are understood by the entire team.
Client Relationship Management:
- Communicate effectively with clients regarding the status of their IT environments, project progress, and incident resolutions, ensuring a high level of customer satisfaction.
- Act as a trusted advisor to clients, offering insights into how technology can improve their business operations, productivity, and security.
- Participate in regular client service reviews to assess the performance of IT services, recommend improvements, and ensure that client SLAs are being met.
Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity/expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.
