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IT Technician III - MSP Network & Operations Specialist
TeamLogic IT, Durham, NC
- 🇺🇸 United States
- On-site
- Senior
- 7 hours ago
- Fortinet
- Cisco
- Meraki
- VLANs
- Windows Server
- Active Directory
- DNS
- DHCP
- Group Policy
- Azure AD
- Exchange Online
- Intune
- EDR
- Disaster Recovery
- Windows
- MacOS
- CompTIA Network+
- CCNA
- MCSE
- VoIP
- Pension
7 hours ago
- 401(k) matching
- Competitive salary
Benefits/Perks
- Flexible Scheduling
- Career Advancement Opportunities
- Competitive Compensation
- People First Culture
Company Overview
If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you'll enjoy being part ofTeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how, and resolve challenges with smart solutions. That's a good thing since technology is always advancing, creating an environment that's fast-paced and dynamic. When you work for a local office, you're part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
About the Role
We are seeking an experiencedLevel III MSP Operations Technician to join our growing team. This is a senior-level, client-facing technical role designed for a seasoned MSP professional who thrives in a fast-paced managed services environment and brings deep expertise innetwork infrastructure, firewall administration, and day-to-day MSP operations.
The ideal candidate is someone who not only resolves complex technical issues but also takes ownership of client environments, drives proactive maintenance, and serves as a trusted technical advisor. You will work closely with both the technical team and the sales team on pre- and post-sales engagements, including discovery, site surveys, technical assessments, and ongoing account management.
The selected candidate will be results-oriented, self-motivated, energetic, professional, reliable, and a true team player.
Key Responsibilities
MSP Day-to-Day Operations
- Serve as the senior escalation point for the service desk, handling complex tickets escalated from Level I and Level II technicians.
- Manage and respond to incoming support requests via telephone, web portal, and email, ensuring courteous, timely, and effective resolution.
- Prioritize incidents and service requests according to defined SLA processes, ensuring client satisfaction and compliance.
- Provision and configure systems for new client hires and onboarding.
- Use remote monitoring and management (RMM) tools and diagnostic utilities to proactively identify and resolve issues across the managed client base.
- Perform on-site visits when remote resolution is not appropriate, including hardware repairs, peripheral deployments, and infrastructure work.
- Perform and oversee preventative maintenance, including workstations, servers, printers, and network equipment.
- Maintain accurate documentation of client environments, configurations, and procedures in the PSA/ticketing system.
Network & Firewall Administration
- Administer, configure, and maintainnetwork firewalls (e.g., Fortinet, SonicWall, Cisco Meraki, Palo Alto, WatchGuard, or similar).
- Design, implement, and supportLAN/WAN infrastructure, including managed switches, VLANs, routing, and wireless networking.
- Configure and manageVPN solutions (site-to-site and remote access).
- Monitor network performance and security, proactively identifying and remediating vulnerabilities or degraded performance.
- Perform firewall rule reviews, policy management, and security audits.
- Assist withnetwork design and architecture for new client environments and infrastructure upgrades.
- Troubleshoot complex network connectivity and performance issues across multi-site client environments.
Server & Systems Administration
- Administer Windows Server environments includingActive Directory, DNS, DHCP, File & Print Services, and Group Policy.
- Support server operating systems includingWindows Server 2016, 2019, and 2022.
- Manage and supportMicrosoft 365 / Azure AD environments including Exchange Online, Teams, SharePoint, and Intune.
- Install, configure, and maintain antivirus/EDR solutions and ensure definitions and policies are current.
- Assist with backup and disaster recovery (BDR) solution management and testing.
Client & Sales Collaboration
- Work jointly with the sales team to supportpre-sales and post-sales engagements, including discovery meetings, site surveys, technical proposals, and presentations.
- Providetechnical account management for key clients, building strong relationships and serving as a subject matter expert.
- Identify opportunities to improve client environments and communicate recommendations proactively.
- Ensure all company safety, security, and compliance standards are met across client environments.
Requirements
- 5+ years of hands-on IT experience, with a minimum of2–3 years in a Managed Service Provider (MSP) environment —required.
- Proven experience administering and troubleshootingfirewalls and network infrastructure in a multi-client MSP setting —required.
- Strong working knowledge ofLAN/WAN, VLANs, routing protocols, VPNs, and wireless networking.
- Experience with at least one major firewall platform:Fortinet FortiGate, SonicWall, Cisco Meraki, Palo Alto, or WatchGuard.
- Proficiency withWindows Server administration (Active Directory, DNS, DHCP, Group Policy).
- Experience withMicrosoft 365 and Azure AD administration.
- Familiarity withRMM and PSA platforms (e.g., ConnectWise, Autotask, Kaseya, N-central, NinjaRMM).
- Experience with desktop and server operating systems includingWindows 10/11, Windows Server 2016/2019/2022, and macOS.
- College diploma or university degree in Computer Science or a related field,and/or 5+ years of equivalent professional experience.
- Strong interpersonal and communication skills with the ability to interact professionally with clients at all levels.
- Ability to multi-task, prioritize effectively, and remain calm under pressure.
- Reliable transportation for on-site client visits.
Preferred / Bonus Qualifications
- Industry certifications such asCompTIA Network+, Security+, CCNA, NSE (Fortinet), or Microsoft certifications (MCSA/MCSE/MS-900/AZ-900).
- Experience withbackup and disaster recovery platforms (e.g., Datto, Acronis, Veeam).
- Familiarity withcybersecurity frameworks and best practices in an MSP context.
- Experience withVoIP administration (e.g., 3CX, RingCentral).
IT Technician III - MSP Network & Operations Specialist · TeamLogic IT, Durham, NC