Tier III Support Technician

This is a remote position.

SUMMARY

We are seeking an experienced Tier III Support Technician to join our Managed Services team supporting nonprofit organizations. This role is responsible for handling escalated technical issues, client portal requests, and email-generated tickets and alerts while delivering exceptional service and technical expertise.

The ideal candidate has strong experience supporting Microsoft 365 and Google Workspace environments and thrives in a fast-paced MSP environment.

JOB RESPONSIBILITIES

• Resolve escalated support tickets from the Phone Support team
  
• Manage all incoming tickets from client portal and email (Tier I, II and III)
  
• Troubleshoot advanced M365 and Google Workspace issues
  
• Administer identity, security, and collaboration platforms
  
• Execute New Hire onboarding requests
  
• Configure and deploy new computers
  
• Maintain accurate documentation in PSA system
  
• Meet or exceed SLA and utilization targets
  
• Contribute to knowledgebase and process improvements
  

QUALIFICATIONS

Required:

• 3+ years MSP experience
  
• Tier II / III troubleshooting experience
  
• Advanced Microsoft 365 administration
  
• Advanced Google Workspace administration
  
• Strong Windows and macOS support skills
  
• Excellent communication skills
  

Preferred:

• Microsoft certifications (MS-102, AZ-104, etc.)
  
• Google Workspace certification
  
• Scripting experience and knowledge (PowerShell, GAM)
  
• Experience with Halo PSA
  
• Experience with Apple Business Manager
  
• Experience with Intune or other MDM
  
• Nonprofit technology experience
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.