Level 3 IT Support Technician - Escalations

Job Description

Job Description

Andromeda  Location: Lockport, IL
Job Type: Full-Time | Hybrid (2 Days In Office)

About the Position

Andromeda is looking for an experienced Level 3 IT Support Technician to join our Managed IT Services team. This position serves as a senior technical resource within our Service Department, handling complex technical issues escalated from our Level 2 technicians while helping develop the technical skills of the team.

We're looking for someone with a strong technical background who can troubleshoot advanced issues, take ownership of difficult problems, and share their knowledge with others.

This is a hands-on technical position, not a management role. The ideal candidate enjoys solving complex problems but also understands the importance of helping less experienced technicians grow.

Key Responsibilities

• Serve as an escalation point for Level 2 technicians when issues require advanced troubleshooting or technical expertise.
• Diagnose and resolve complex issues involving servers, networks, Microsoft 365, virtualization, and business applications.
• Troubleshoot advanced Windows Server, Active Directory, Group Policy, DNS, DHCP, and related infrastructure issues.
• Investigate and resolve networking issues involving firewalls, VPNs, VLANs, routing, switching, and connectivity.
• Support Microsoft 365, Entra ID, Exchange Online, and hybrid environments.
• Troubleshoot virtualization environments, including VMware and Hyper-V.
• Work with vendors and internal teams to resolve complex technical problems.
• Identify recurring technical issues and recommend long-term solutions.
• Mentor Level 1 and Level 2 technicians through troubleshooting guidance, knowledge sharing, and hands-on training.
• Help develop internal documentation, troubleshooting procedures, and technical knowledge base articles.
• Review escalated tickets to identify opportunities for technician development and process improvement.
• Maintain accurate ticket documentation, troubleshooting steps, and resolutions.
• Collaborate with the Service Desk, Field Services, and Professional Services teams when advanced technical assistance is needed.

Required Qualifications

• 5+ years of professional IT support experience , including experience in a senior technical or escalation role.
• Strong experience supporting Windows Server environments, Active Directory, Group Policy, DNS, and DHCP.
• Advanced troubleshooting skills across networking, servers, operating systems, and cloud services.
• Hands-on experience with Microsoft 365 administration, Entra ID, and Exchange Online.
• Working knowledge of firewalls, VPNs, VLANs, routing, and switching.
• Experience troubleshooting VMware, Hyper-V, or similar virtualization platforms.
• Ability to independently investigate complex technical issues and determine root causes.
• Experience working with escalated support tickets and coordinating technical resolutions.
• Strong communication skills and the ability to explain technical concepts to both clients and less experienced technicians.
• Willingness to mentor and train other technicians.
• Ability to manage multiple priorities while maintaining ownership of escalated issues.

Preferred Qualifications

• Previous experience working for a Managed Service Provider (MSP).
• Experience with ConnectWise Manage, NinjaOne, or similar PSA/RMM platforms.
• Experience with SonicWall, Ubiquiti, Ruckus, or similar networking technologies.
• Familiarity with Microsoft Intune, Defender, and other Microsoft security technologies.
• Experience with backup and disaster recovery solutions such as Datto, Axcient, or similar platforms.
• Experience with PowerShell scripting and automation.
• Microsoft, CompTIA, Cisco, or other relevant technical certifications.
• Experience creating technical documentation and delivering internal training.

What We're Looking For

We're looking for someone who can take a difficult ticket from a Level 2 technician, dig into the problem, and get it resolved.

Just as importantly, we want someone who is willing to explain what they found, how they fixed it, and how the technician can handle a similar issue in the future.

The right candidate is technically strong, approachable, patient, and comfortable being a resource for the rest of the team. We want someone who takes ownership of problems rather than simply passing them along.

Our goal is not just to resolve escalations but to continually improve the technical abilities of our entire Service Department.

Work Location

This is a hybrid position based out of our Lockport, Illinois office , requiring two days per week in the office , with the remaining three days eligible for remote work.

Candidates must live within reasonable commuting distance of Lockport, IL.

Our Company
Since 1994, Andromeda has kept businesses safe, secure, and running. We specialize in network design and service for mid-size businesses in the manufacturing sector.

Compensation, Benefits & Perks
Compensation: 70k to 80k
Benefits:

• Blue Cross Blue Shield Health Insurance
• Dental Insurance
• Vision Insurance
• Optional 401(k), company matches up to 2%
• Optional life and disability coverage
• Paid holidays, sick days, and vacation
• 10 days of vacation and 5 sick days to start
• Unlimited vacation after 1 year of service
• Quarterly All-Hands Company Briefings
• Monthly company activities
• Annual Company Party
• Mentorship and opportunities for advancement

The Fine Print
We require background screening for all positions.
Many of our technical positions include a hands-on testing component, so be ready to show as well as tell .
It's Your Move!

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