Senior Level 3 Technician

Job Description

Job Description

Company Overview

We are a Milwaukee-based managed services provider (MSP) providing comprehensive technology support and infrastructure services to a diverse client base. Our goal is to deliver practical, dependable technology solutions that help our clients remain secure, productive, and confident in their IT environments.

As a growing, service-focused organization, we place a strong emphasis on accountability, effective communication, and teamwork. In this role, you will work closely with the owner and a tight-knit service team while having a meaningful voice in how we deliver, improve, and evolve our services.

The Senior Level 3 Technician position is designed for an experienced MSP engineer who enjoys tackling complex technical challenges, taking ownership of escalations, and continuously improving client environments. You will serve as a key technical resource across cloud, networking, security, and on-premise systems for multiple clients.

Your work will directly influence client stability, security, and overall user experience. You will resolve advanced technical issues, identify and implement infrastructure improvements, and contribute to technical projects, solution planning, and scoping. If you are looking for a senior technical role where your expertise and decisions have a visible impact on both technology and the business, this could be an excellent next step.

• Take ownership of advanced technical issues and act as the primary escalation point beyond Level 1 and Level 2 support for cloud, server, and networking incidents.
• Diagnose, troubleshoot, and remediate complex issues involving Microsoft 365, Azure, Entra (Azure AD), Intune, and on-premise Active Directory environments.
• Identify and drive infrastructure improvements that strengthen client stability, performance, and security, including network design fundamentals, VLANs, routing, and switching concepts.
• Participate in the planning and execution of technical projects, including cloud migrations, system upgrades, and security-hardening initiatives, while contributing to project scoping and solution design.
• Maintain accurate ticket documentation, strong response-time discipline, and consistent communication while working collaboratively with internal team members to provide high-quality client service.

• Within your first 3-6 months, you become a trusted escalation resource for complex incidents and consistently resolve Level 3 technical issues with minimal outside assistance.
• Client environments demonstrate noticeable improvements in uptime, performance, and security as a result of your remediation efforts and infrastructure recommendations.
• Technical projects, including migrations, upgrades, and security initiatives, are completed on schedule with minimal client disruption, and your expertise becomes a valued part of the planning and scoping process.
• Tickets are consistently well documented, response times remain dependable, and clients have positive experiences with your communication, ownership, and follow-through.

• Approximately 4+ years of relevant hands-on technical experience, preferably within an MSP or other multi-client support environment.
• Demonstrated ability to independently diagnose and resolve complex technical issues involving Microsoft 365, Azure/Entra, Intune, Windows Active Directory, and core networking technologies.
• Practical knowledge of cybersecurity best practices, including vulnerability management, security scanning and remediation, and general security and compliance concepts.
• Strong attention to detail, sound judgment, and a practical approach to problem-solving, combined with a security-focused and team-oriented work ethic.
• Ability to effectively manage both remote support responsibilities and on-site client needs.

• W-2 employment
• Healthcare allowance
• Full-time, on-site position in Milwaukee, Wisconsin
• Must be local to the Milwaukee area
• Company vehicle/SUV available for travel to and from client locations
• Standard Monday-Friday schedule, 8:00 a.m. to 4:00 p.m.
• Possible participation in a round-robin on-call rotation as needed