About the Role

Co. in US is seeking a Level 3 IT Support Technician to resolve complex technical issues, support client infrastructure and mentor fellow technicians. As a senior escalation resource in our managed service provider (MSP) team, you’ll work across diverse client environments and help deliver reliable, secure IT services.

This role is ideal for someone who combines strong troubleshooting skills with clear communication, ownership, and a customer-first approach.

Key Responsibilities

- Serve as the primary technical escalation point for Level 1 and Level 2 support technicians.
- Diagnose and resolve complex issues involving servers, workstations, networks, cloud services, and business applications.
- Administer and troubleshoot Microsoft 365, Windows Server, Active Directory, Microsoft Entra ID, Group Policy, and related services.
- Support firewalls, switches, wireless networks, VPNs, DNS, DHCP, and VLANs.
- Manage virtualization environments, backups, and disaster recovery processes, including restore testing.
- Investigate recurring incidents, identify root causes, and implement lasting solutions.
- Support security tools and controls, including endpoint protection, multifactor authentication, patching, and access management.
- Plan and execute technical projects such as migrations, infrastructure upgrades, and client onboarding.
- Maintain accurate tickets, time entries, technical documentation, and client environment records.
- Communicate technical findings, service updates, and recommendations clearly to clients and teammates.
- Mentor junior technicians and improve troubleshooting procedures and knowledge articles.
- Provide remote and onsite support, with participation in scheduled after-hours maintenance or an on-call rotation as required.

Required Qualifications

- At least five years of progressive IT support experience, including advanced troubleshooting and escalation responsibilities.




- Strong experience supporting multiple business IT environments; prior MSP experience strongly preferred.
- Hands-on proficiency with Microsoft 365, Windows desktop and server operating systems, Active Directory, and networking fundamentals.
- Experience troubleshooting firewalls, VPN connectivity, routing, switching, and wireless networks.
- Working knowledge of virtualization platforms such as VMware or Hyper-V.
- Experience with remote monitoring and management (RMM), professional services automation (PSA), and IT documentation tools.
- Familiarity with backup administration, recovery procedures, and practical cybersecurity controls.
- Ability to use PowerShell or other scripting tools to automate routine tasks.
- Strong organizational skills and the ability to prioritize work based on business impact and service commitments.
- Clear written and verbal communication skills, with the ability to explain technical issues to nontechnical users.
- Ability to travel to client locations throughout the local service area.

Preferred Qualifications

- Experience with Microsoft Azure, Intune, and hybrid cloud environments.
- Experience leading migrations, infrastructure upgrades, or technical onboarding projects.
- Familiarity with platforms such as ConnectWise, Autotask, Datto, NinjaOne, IT Glue, or Hudu.
- Relevant Microsoft, Cisco, CompTIA, or other industry certifications.
- Experience supporting incident response and implementing security improvements.

What Success Looks Like

- Complex issues are resolved thoroughly, with transparent communication and documentation.
- Recurring problems decrease through root-cause analysis and preventive improvements.
- Projects are completed with careful planning and minimal disruption to clients.
- Junior technicians gain confidence and technical capability through your guidance.
- Clients trust you to take ownership of their issues and recommend practical solutions.

📌 Level 3 IT Support Technician (Chandigarh)
🏢 Premium MSP
📍 Chandigarh