Position Title: Tier 3 Technician (Senior Systems Engineer)

Department: Technical Services / Operations

Position Overview 

We are seeking a highly skilled Tier 3 Technician to serve as a senior technical resource within our Managed Service Provider (MSP) environment. This role is responsible for handling complex escalations, contributing to strategic project planning, and supporting the technical direction of operations.

The ideal candidate brings deep technical expertise, strong problem-solving skills, and a forward-thinking mindset; particularly around AI tools, automation, and emerging technologies that enhance client environments and internal efficiencies.

Key Responsibilities

Advanced Technical Support

• Serve as the highest level of escalation for complex technical issues across infrastructure, networking, cloud, and security
• Troubleshoot and resolve critical incidents impacting client operations
• Perform root cause analysis and implement long-term solutions

 Project Strategy & Execution

• Assist in planning, designing, and executing IT projects and client onboarding
• Provide technical guidance on infrastructure design, upgrades, and migrations
• Collaborate with leadership on strategic technology roadmaps

Operational Support

• Support internal technical operations, including process improvement and standardization
• Mentor Tier 1 and Tier 2 technicians
• Assist with documentation, SOP development, and knowledge sharing

 AI & Automation Integration

• Identify opportunities to leverage AI tools for service delivery, monitoring, and efficiency
• Assist in implementing automation and AI-driven solutions (e.g., scripting, workflows, copilots)
• Stay current on emerging AI trends relevant to MSP services

Required Qualifications

• 5+ years of experience in IT support, preferably within an MSP environment
• Advanced knowledge of:
  • Microsoft 365 / Azure environments
  • Windows Server, Active Directory, virtualization
  • Networking (firewalls, routing, switching, VPNs)
  • Cybersecurity best practices
• Proven experience handling escalated technical issues
• Experience supporting or leading IT projects

Preferred Qualifications

• Experience with AI tools (e.g., automation platforms, copilots, scripting with AI assistance)
• Certifications such as:
  • Microsoft (Azure, M365)
  • CompTIA Security+ / Network+
  • Cisco (CCNA or higher)
• Familiarity with RMM/PSA tools (e.g., ConnectWise, Datto, Kaseya)

Key Competencies

• Strategic thinking and problem-solving
• Strong communication and client-facing skills
• Ability to work independently and collaboratively
• Leadership and mentoring abilities
• Adaptability to evolving technologies (especially AI)

Why Join Us?

• Opportunity to influence technical strategy and innovation
• Work with a team that values growth, collaboration, and forward-thinking technology
• Exposure to cutting-edge tools, including AI and automation solutions
• Competitive compensation and professional development opportunities

Location: Danville, IL (Remote/Hybrid)
Compensation: $80,000- $120,000