Level 3 IT Support

Level 3 IT Support Specialist (Remote Full Time, EST Hours)

Location: Remote (Full Time)
Working Hours: US Eastern Time (EST)

About the Role:
Our client is looking for a highly skilled Level 3 IT Support Specialist to join their remote support team. This role is ideal for someone who thrives on solving complex technical issues, mentoring junior technicians, and ensuring smooth, secure, and efficient IT operations for clients. You'll serve as the final escalation point for technical support, handling advanced troubleshooting, system administration, and infrastructure management.

Responsibilities

Provide advanced technical support and serve as an escalation point for Level 1 and 2 support teams.

Diagnose and resolve complex issues across Windows, macOS, and Linux environments.

Manage and maintain network infrastructure, including firewalls, switches, routers, and VPNs.

Administer cloud environments (e.g., Microsoft 365, Azure, AWS, or Google Workspace).

Oversee server operations (Active Directory, DNS, DHCP, Group Policy, virtualization).

Implement and maintain cybersecurity best practices and endpoint protection.

Monitor system performance and conduct proactive maintenance.

Lead or assist with IT projects such as system migrations, deployments, and upgrades.

Document solutions, processes, and configurations thoroughly.

Mentor and support junior technicians and contribute to continuous improvement of support processes.

Requirements

5+ years of experience in IT support, with at least 2 years at Level 3 or equivalent senior technical role.

Strong knowledge of Windows Server, Active Directory, Office 365, networking (TCP/IP, VLANs, firewalls), and virtualization (VMware/Hyper-V).

Experience with remote monitoring and management (RMM) tools and ticketing systems.

Solid understanding of cybersecurity principles and incident response.

Excellent communication and problem-solving skills.

Ability to work independently and manage multiple priorities in a remote environment.

Comfortable working full-time during US Eastern Time (EST) hours.