MSP Senior Level 3 Technician
Job Title: Senior Level 3 Technician
Department: Service
Reports To: Owner
Location: Milwaukee, WI
Employment Type: Full-time (must be local to Milwaukee)
Role Summary
The Level 3 Engineer serves as a senior technical resource responsible for advanced technical support, complex troubleshooting, and infrastructure improvement initiatives. This role is designed for a highly capable engineer who can independently resolve escalated issues, strengthen client environments, and contribute to both operational excellence and long-term project success.
Core Mission of the Role
Deliver high-level technical expertise across cloud, networking, security, and on-premise systems.
Act as a dependable escalation point for lower-level technical issues.
Improve client stability, security posture, and overall technology performance.
Support structured project execution and technical scoping initiatives.
Key Responsibilities
Independently resolve advanced technical issues and escalations beyond Level 1/2 support.
Review, troubleshoot, and remediate complex cloud, server, and networking incidents.
Support infrastructure improvement initiatives within client environments.
Participate in scheduled technical projects, including migrations and system upgrades.
Contribute to project scoping, feasibility analysis, and solution planning.
Assist in improving client cybersecurity controls and vulnerability management practices.
Maintain strong ticket hygiene, documentation, and response-time discipline.
Demonstrate operational awareness, including after-hours ticket review when necessary.
Collaborate with internal teams to maintain consistent service delivery standards.
Technical Competencies
Microsoft Cloud / M365
Microsoft Entra (Azure AD)
Microsoft Azure
Microsoft Intune
Windows Active Directory
Cloud migrations
Networking
VLANs
Network structure and design fundamentals
Basic routing and switching concepts
On-premise Active Directory management
User and system administration
Cybersecurity
Vulnerability management
Security scanning and remediation
General security best practices
Compliance
Understanding of compliance concepts
Ability to support compliance-related initiatives
Success Profile / Strength Areas
Strong vigilance and attention to detail
Consistent focus on response times and client experience
Strong remote troubleshooting and management capabilities
Practical problem-solving mindset
Security-oriented thinking and risk awareness
Strong work ethic and team-first attitude
Experience & Qualifications
Approximately 4+ years of relevant technical experience
Proven ability to resolve complex technical issues independently
Experience in managed services or multi-client support environments preferred
Relevant certifications are a plus but not required with strong experience
Work Structure
Employment Type: W-2
Benefits: Healthcare Allowance
Tools: Vehicle usage (SUV) driving to and from client sites
Reporting Structure: Governed by company policies and handbook
Schedule
Standard hours:
Monday- Friday 8-4
On-Call Structure
Possible round-robin on-call rotation