Technical Support Officer (Level 1–3)
Description
Salary: $70,000 – $90,000 per year
About the Role
We are seeking a versatile and proactive Technical Support Officer (Level 1–3) to support and manage IT operations across multiple business locations. This role combines helpdesk support, systems administration, network management, project delivery, and infrastructure design.
The successful candidate will possess strong troubleshooting skills, excellent time management abilities, and the capability to prioritize tasks in a fast-paced environment while supporting both day-to-day operations and strategic IT projects.
Key Responsibilities
Service Desk & End User Support (Level 1–3)Provide Level 1, 2, and 3 technical support to end users.
Troubleshoot hardware, software, networking, printer, and mobile device issues.
Manage user onboarding, offboarding, and workstation deployments.
Resolve escalated technical issues and coordinate with vendors when required.
Maintain accurate documentation and knowledge base articles.
Design, deploy, and support wired and wireless networks across multiple sites.
Configure and administer:
Ubiquiti UniFi Wi-Fi
UniFi Switching
VLANs
VPNs
Firewalls
Network security policies
Monitor network performance and proactively address issues.
Develop and maintain network diagrams and documentation.
Manage Microsoft 365 environments, including:
Exchange Online
Microsoft Teams
SharePoint Online
OneDrive
Entra ID (Azure AD)
Intune
Microsoft Defender
Configure MFA, Conditional Access, and security policies.
Manage mailboxes, shared mailboxes, distribution groups, and licensing.
Administer Windows Server environments.
Manage Active Directory, Group Policy, DNS, DHCP, and file services.
Configure and maintain NAS platforms such as Synology and QNAP.
Manage backup, disaster recovery, and business continuity solutions.
Perform server upgrades, migrations, and infrastructure improvements.
Manage endpoints through RMM and monitoring platforms.
Deploy operating systems, applications, updates, and security patches.
Monitor system alerts and remediate issues proactively.
Maintain IT asset registers and lifecycle management processes.
Participate in IT infrastructure projects from planning through implementation.
Assist with solution design, scoping, documentation, and deployment.
Coordinate with internal stakeholders and external vendors.
Ensure project milestones and deadlines are met.
Effectively categorize, prioritize, and manage competing support requests.
Balance project work with operational support responsibilities.
Respond to urgent and ad-hoc business requirements.
Demonstrate initiative in identifying and resolving potential IT risks.
Essential Skills & Experience
Experience providing Level 1–3 IT support.
Strong troubleshooting and problem-solving skills.
Experience supporting multi-site environments.
Hands-on experience with Microsoft 365 administration.
Experience with UniFi networking and wireless solutions.
Windows Server administration experience.
Experience with NAS storage solutions and backup systems.
Knowledge of networking concepts including:
TCP/IP
DNS
DHCP
VLANs
VPNs
Routing
Network Security
Experience with RMM and endpoint management platforms.
Excellent communication and documentation skills.
Ability to work independently and manage multiple priorities.
Preferred Qualifications
Cisco CCNA
CompTIA A+
Microsoft Certifications (MS-900, AZ-900, MD-102, MS-102)
Experience with Intune and Microsoft Defender
Project Management experience
Experience with cloud migrations and infrastructure projects
Experience supporting multi-site retail, dealership, or enterprise environments
Personal Attributes
Highly organized and detail-oriented.
Strong ability to prioritize and multitask.
Customer-focused approach.
Self-motivated and proactive.
Willingness to travel between sites when required.
Ability to work under pressure and meet deadlines.