Tier 3 Service Desk Specialist

About the role

The Tier 3 Service Desk Specialist acts as a senior technical resource, handling complex IT issues across multiple client environments. This position owns issues from investigation through resolution and supports technical projects and process improvements.

Key responsibilities

• Provide advanced troubleshooting and escalation support for Windows, macOS, Microsoft 365, Google Workspace, and cloud/on‑premise environments.
• Own technical issues end‑to‑end, including root‑cause analysis, resolution, documentation, and client communication.
• Support networking components such as firewalls, switches, VPNs, DNS/DHCP, Wi‑Fi, VLANs, and routing.
• Collaborate with cross‑functional technical teams in a non‑tiered support structure.
• Participate in client projects like migrations, deployments, security initiatives, and system upgrades.

Required profile

• Minimum five years of experience in an MSP or fast‑paced multi‑client IT support environment.
• Strong troubleshooting skills across systems, networking, cloud services, and security fundamentals.
• Excellent customer‑facing communication, able to explain complex technical concepts clearly.
• Proactive attitude toward process, documentation, and tool improvement.

Required skills

• Windows and macOS operating systems
• Microsoft 365 and Google Workspace
• Networking fundamentals: VPN, DNS/DHCP, VLANs, Wi‑Fi, firewalls, switches, routing
• Cloud and on‑premise infrastructure troubleshooting
• Technical documentation and knowledge‑base contribution