IT Level 3

  • -
  • Full-Time
  • Remote
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Job Description:

Job Description: 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.