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MSP Level 3 IT Support

Exclusively Remote Gibor Group
24 hours ago
Full-time
Remote
United States

Introduction

Remote within South Africa

US workinh hours (3pm-11pm/4pm-12am SAST)

This role is responsible for owning complex technical escalations from start to resolution. You'll troubleshoot advanced issues across servers, cloud platforms, networking, security, virtualization, and Microsoft technologies while working independently in a fast-paced MSP environment.

Duties & Responsibilities

Key Responsibilities

  • Own L3 support tickets through to resolution.
  • Resolve complex issues escalated by L1/L2 technicians.
  • Support Windows Server, Active Directory, Group Policy, DNS, DHCP, Microsoft 365, Exchange, Azure/Entra, Intune, Teams, SharePoint, OneDrive, and SQL Server.
  • Troubleshoot virtualization (VMware/Hyper-V), backups (Veeam), VPNs, firewalls, wireless, routing, VLANs, and network infrastructure.
  • Support Fortinet and UniFi environments.
  • Maintain accurate documentation and ticket notes.
  • Participate in occasional after-hours and on-call support.
  • Communicate effectively with end users, technical teams, and client stakeholders.

Desired Experience & Qualification

Requirements

  • 5+ years of L3 IT Support experience, preferably in an MSP.
  • Strong experience with:
    • Windows Server & Active Directory
    • Microsoft 365 & Azure/Entra
    • Exchange Online
    • Networking (TCP/IP, DNS, DHCP, VLANs, VPNs, routing, firewalls)
    • VMware and/or Hyper-V
    • Veeam backups
    • Fortinet firewalls
    • Endpoint security and MFA
  • Experience with ConnectWise, IT Glue, or N-central is an advantage.
  • Comfortable using PowerShell and command-line tools.
  • Excellent troubleshooting, communication, and documentation skills.
  • Ability to work independently and manage multiple priorities.

 

Preferred: Microsoft, Azure, Fortinet, VMware, Network+, Security+, or similar certifications.