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MSP Tier 3 Helpdesk Support Specialist

2 months ago

Alexandria, Virginia, United States Sequentur Full time
Job Title: MSP Tier 3 Helpdesk Support Engineer

Sequentur, a top-rated Managed IT Services provider, is seeking a skilled Tier 3 Helpdesk Support Engineer to join our Help Desk Services team.

Key Responsibilities:
  • Provide remote and onsite technical support to clients, serving as a trusted advisor and resolving issues promptly.
  • Offer technical support within Microsoft Azure, SharePoint, Teams, and Office 365, including desktops, laptops, printers, servers, software, and advanced networking.
  • Resolve hardware and software-related issues using existing education, training, and experience, as well as manufacturer knowledge bases and technical articles.
  • Properly escalate support requests to local teams and/or service boards that are out of scope or capability.
  • Provide after-hours escalation support to the helpdesk on-call team for client emergencies involving hardware failure, outages, and other business-critical events.
  • Create, update, and maintain written documentation, key network and asset information securely and confidentially.
  • Utilize ConnectWise RSM/PSA tool to create and update service tickets documenting all correspondence, work performed, referenced resources, and resolution procedures.
Requirements:
  • 5+ years of proven experience working in a helpdesk environment and client sites providing Tier 3 helpdesk support and escalations.
  • Advanced knowledge and troubleshooting skills, with strong hands-on technical experience across Microsoft Azure, SharePoint, Teams, and Office 365 platforms.
  • Excellent initiative, customer service, and communication skills, with the ability to work well and quickly, individually and as a team, to solve client issues.
  • Experience providing technical support within Microsoft Azure, SharePoint, Teams, and Office 365, including desktops, laptops, printers, servers, software, and advanced networking.
  • Ability to pass a pre-employment drug screen and background check.
Preferred Technical Skills:
  • Windows Administration and troubleshooting, basic scripting skills, O365, Azure, Azure AD, AD, Intune, Autopilot, Multifactor / SAML / OKTA / AD Connect, Windows Server (2008 R2+), Windows 7 and later, Adobe, Firewalls, Backup software, VPN, Hyper-V.
  • Cisco Routing, Switches, Networking, Cybersecurity, Citrix, SharePoint, and Teams/Teams Voice.
Benefits:
  • Medical/Dental/Vision Insurance
  • Life insurance
  • Paid time off (PTO)
  • Retirement plan
  • Salary from $65k annually, commensurate with experience