Job Description
Job Description
Job Title: Help Desk L3 Technician
Location: Charlotte, NC (Onsite), Greenville, SC or Charleston, SC
Job Type: Full-time
About Us
AT-NET Services is a leading Managed IT Service Provider, committed to delivering fast, reliable, and secure IT support. Our expert team helps businesses maintain seamless IT operations with responsive service and deep technical expertise. We are looking for a Help Desk L3 Technician to provide top tier troubleshooting and resolution of complex technical issues.
Job Summary
As a Help Desk L3 Technician, you will serve as the final escalation point for technical support issues, focusing on advanced troubleshooting and break-fix resolution. You will work closely with L2 technicians, handling critical system issues, diagnosing root causes, and ensuring high client satisfaction.
Key Responsibilities
- Act as the highest escalation point for troubleshooting complex hardware, software, and network issues.
- Resolve Windows Server, Microsoft 365, and desktop OS (Windows/macOS) problems.
- Troubleshoot network-related issues including firewalls, routers, switches, VLANs, VPNs, and DHCP/DNS failures.
- Support VMware environments, virtual machines, and storage-related concerns.
- Use PowerShell scripting for advanced troubleshooting and basic automation.
- Assist with critical incident response, ensuring quick recovery from outages or failures.
- Document technical issues, solutions, and best practices for knowledge sharing.
- Work within established change management and escalation procedures.
- Collaborate with vendors and internal teams to resolve product-specific or third-party software issues.
- Provide mentorship and guidance to L1 and L2 help desk technicians.
Qualifications & Requirements
- 5+ years of experience in IT support, with at least 2+ years in an L3 help desk or advanced troubleshooting role, preferably within an MSP.
- Expertise in Windows Server, Microsoft 365 administration (Exchange, SharePoint, Teams), and Active Directory.
- Strong knowledge of network troubleshooting (TCP/IP, DNS, DHCP, VPN, SD-WAN).
- Experience with VMware support and virtualization troubleshooting.
- Familiarity with PowerShell scripting for diagnostics and issue resolution.
- Experience with remote monitoring & management (RMM) tools such as ConnectWise Automate, Manage, or similar.
- Ability to handle high-pressure situations and prioritize multiple issues effectively.
- Strong communication and documentation skills.
- Certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, CCNA are a plus.
Why Join Us?
- Competitive salary based on expertise.
- Health, dental, and vision insurance.
- Paid time off and holidays.
- Career growth and certification reimbursement opportunities.
- Collaborative, fast-paced, and client-focused work environment.
If you thrive in high-level troubleshooting and enjoy solving complex IT issues, we encourage you to apply for the Help Desk L3 Technician role at AT-NET Services!