IT Level 3

IT Level 3 Engineer

Position Overview

We are seeking a highly skilled IT Level 3 Engineer to provide advanced technical support and operational oversight for managed service provider (MSP) clients. The candidate will be responsible for handling backups, virus remediation, end-user desktop support, RMM monitoring, and ticket dispatching. This role requires proficiency with ConnectWise RMM and Autotask PSA , along with the ability to work independently in a fast-paced environment.

Key Responsibilities

- System Security & Maintenance

• Manage and monitor backups to ensure data integrity.
• Identify, troubleshoot, and resolve virus and malware issues.

- End-User Support

• Provide advanced desktop support for end users.
• Resolve escalated technical issues efficiently and professionally.

- RMM & Ticketing

• Oversee ConnectWise RMM dashboards for proactive monitoring.
• Dispatch and manage tickets within Autotask PSA .
• Ensure timely resolution and escalation of support requests.

- Client & Team Coordination

• Communicate effectively with clients and internal teams.
• Maintain documentation of processes, incidents, and resolutions.

Work Schedule (EST)

• 2:00 -10PM EST
• with Saturday shifts

Qualifications

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Minimum 3–5 years of IT support experience , with at least 2 years in a Level 3 role.
• Prior experience working with US or UK-based MSP companies is strongly preferred.

Technical Skills

• Proficiency in ConnectWise RMM and Autotask PSA .
• Strong knowledge of backup solutions, antivirus tools, and desktop support.
• Familiarity with Windows and Mac operating systems, networking fundamentals, and remote troubleshooting.

Originally posted on Himalayas