MSP Tier 3 Helpdesk Support Specialist

1 day ago


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

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

Responsibilities:
  • Provide remote and onsite technical support to clients, serving as a trusted advisor and reacting promptly to support requests with rapid resolution.
  • Utilize advanced knowledge and troubleshooting skills to resolve hardware and software-related issues, including technical support for desktops and laptops, printers, servers, software, and advanced networking.
  • Properly escalate support requests to local team and/or service board that are out of scope or capability.
  • Provide prompt after-hours escalation support to the helpdesk on-call team, client emergencies involving hardware failure, outages, and other business critical events.
  • Utilize ConnectWise RSM/PSA tool to create and update service tickets documenting all correspondence, work performed, referenced resources, and resolution procedures.
Requirements:
  • 5+ years 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.
  • Bachelor's degree and/or Microsoft certifications.
Benefits:
  • Medical/Dental/Vision Insurance
  • Life insurance
  • Paid time off (PTO)
  • Retirement plan

Salary from $65k annually, commensurate with experience.



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