IT Support Specialist Tier III

Full time, 8-hour shift, day shift, Monday-Friday

Work location: In Person/Onsite

Looking for a candidate in the Cleveland, OH area.

Position Summary:

ControlAltProtect is looking for a top-level technical expert that can provide advanced support for complex IT issues. Your role will involve troubleshooting and resolving high-level incidents, managing critical IT infrastructure, and collaborating with other IT professionals to achieve organizational goals. This role requires deep technical knowledge, excellent troubleshooting skills, and the ability to work directly with clients to ensure high levels of service delivery and customer satisfaction.

Essential Job Functions and Responsibilities:

• Advanced Troubleshooting: Diagnose and resolve intricate technical issues related to hardware, software, network, and security systems. Provide root cause analysis and long-term solutions.
• System Management: Oversee and maintain critical IT infrastructure, including servers, databases, and networking equipment. Implement and manage system upgrades, patches, and configurations.
• Incident Management: Handle high-priority incidents and escalations from Level 1and Level 2 support teams. Ensure timely resolution and communicate status updates to stakeholders.
• Performance Optimization: Monitor system performance and recommend improvements. Implement performance tuning and optimization strategies.
• Security Management: Ensure IT systems adhere to security policies and best practices. Respond to security incidents and conduct vulnerability assessments.
• Documentation: Create and maintain comprehensive documentation for systems, processes, and procedures. Develop knowledge base articles and training materials for lower-level support teams.
• Project Involvement: Participate in IT projects, including system deployments, migrations, and integrations. Provide technical expertise and support during project planning and execution.
• Collaboration: Work with vendors and third-party service providers to resolve complex issues and ensure service level agreements (SLAs) are met. Collaborate with other IT teams to achieve organizational goals.
• Training & Mentoring: Provide guidance and training to Level 1 and Level 2 support engineers. Share knowledge and best practices to help build team capabilities.
• Occasional after-hours support will be necessary.
• Performs other related duties as required.

Required Job Qualifications and Skills:

• 5+ years of experience in IT support, with at least 2 years in a Tier 3 or senior technical support role, ideally within an MSP.
• Strong expertise in:
• Microsoft Windows Server (2012–2022)
• Active Directory and Group Policy
• Microsoft 365 administration (Exchange, Teams, SharePoint)
• Virtualization platforms (VMware, Hyper-V)
• Networking (TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls)
• RMM tools (NinjaOne)
• Experience with backup and disaster recovery solutions.
• Familiarity with scripting and automation (PowerShell preferred).
• Excellent analytical and problem-solving skills.
• Ability to manage multiple tasks and prioritize in a fast-paced MSP environment.
• Excellent customer service skills and the ability to communicate technical information to non-technical users, including understanding how to de-escalate, how to soothe and how to deliver the most efficient solution.
• Demonstrates professional verbal and written communication skills, able to speak with authority and can provide accurate and detailed written reports and documentation.
• Strong familiarity with Unix operating systems.
• Experience with Kubernetes, Docker and Cloud infrastructure (e.g., AWS) is beneficial, but not required.
• A working understanding of cyber-security methodologies and toolsets.
• Highly motivated and desire to continually learn new technologies.
• Proven/practical hands-on experience that includes incident management, diagnosis, troubleshooting, tracking, escalation and resolution for hardware and software issues relating to computers, laptops, mobile devices, and related peripherals.
• Maintains currency and high-level of technical skill in field of expertise.

Preferred Certifications (not required but a plus):

• Microsoft Certified: Azure Administrator Associate / Microsoft 365 Certified
• CompTIA Network+ / Security+ / Server+
• Cisco CCNA
• VMware VCP or similar
• ITIL Foundation

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this Job, the employee is regularly required to sit, stand, walk, feel, speak, see, and hear. The employee is frequently required to reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Local travel may be required for this role.
• Duties may also involve stooping, kneeling, crawling, reaching and moving of equipment in order to install or check the installations of network devices and cabling.

Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life & Disability Insurance
• 401k
• Paid time off
• Professional development assistance

Note: Critical features of this job are described above. They may be subject to change at any time.