IT Support L2/L3

Title: IT Support L2 /L3 Key Responsibilities and Scope of Work Provide Level 2 and Level 3 technical support for Windows-based environments, including Windows workstations, Windows Servers, and Domain ControllersAdminister and troubleshoot Active Directory infrastructure, including user/group management, Group Policy, DNS, and DHCPSupport, maintain, and secure email servers and web servers, including service availability, performance tuning, and incident remediationManage daily operations through OsTicket, ensuring accurate ticket classification, prioritization, escalation, and SLA complianceUtilize Atera RMM for proactive monitoring, patch management, remote access, automation, and endpoint health reportingConfigure, maintain, and troubleshoot firewalls and security appliances including Ubiquiti UniFi, Netgate (pfSense), and CiscoDeploy and manage L2/L3 network switches, including VLAN creation, routing, trunking, and traffic segmentationDesign, implement, and support VPN solutions (IPSec, Wireguard, OpenVPN, site-to-site and remote access) with a focus on security and reliabilityDiagnose and resolve network performance and connectivity issues across LAN, WAN, and wireless environmentsSupport and troubleshoot VoIP servers and telephony systems, including call quality issues, SIP configurations, and network QoS alignmentPerform root cause analysis for recurring incidents and implement permanent corrective actionsMaintain accurate technical documentation, network diagrams, and standard operating proceduresCollaborate with vendors, ISPs, and internal teams to resolve complex infrastructure issuesParticipate in on-call rotation and planned maintenance windows as requiredRequired Skill Set Strong hands-on experience supporting Windows Workstations and Windows Server environments, including Domain Controllers, Active Directory, Group Policy, DNS, and DHCPIn-depth knowledge of email and web server platforms, including deployment, configuration, security, troubleshooting, and performance optimizationProven experience working with IT ticketing systems, specifically OsTicket, including incident tracking, escalation handling, SLA adherence, and documentationPractical experience with Remote Monitoring and Management (RMM) solutions, such as Atera, for proactive monitoring, patch management, remote support, and automationSolid expertise in configuring, managing, and troubleshooting firewall and network security appliances, including Ubiquiti UniFi, Netgate (pfSense), and Cisco platformsHands-on experience with Layer 2 and Layer 3 switches, including configuration, VLAN segmentation, trunking, routing, and traffic optimizationStrong foundational and applied knowledge of networking concepts, including TCP/IP, VPN technologies (site-to-site and remote access), VLANs, and network segmentationWorking knowledge of VoIP systems and servers, including call flow troubleshooting, SIP fundamentals, QoS considerations, and network readiness for voice trafficPreferred Qualifications Diploma or bachelors degree in information technology, Computer Science, or a related technical field (or equivalent hands-on experience)2-5 years of experience for L2 roles; - Advanced troubleshooting, system administration, network issues, escalated tickets, software deployment4 - 6 years for L3 roles in IT support, systems administration, or MSP environments Infrastructure management, server administration, complex problem resolution, project work.Demonstrated experience supporting multi-client or multi-site infrastructuresIndustry certifications (preferred but not mandatory):Microsoft (Windows Server, Active Directory, Microsoft 365)CompTIA Network+ or Security+Cisco CCNAUbiquiti or pfSense certificationsExperience working in MSP, SaaS, or regulated environments (finance, healthcare, legal) is an assetExposure to automation, scripting, or process optimization is a strong plusSoft Skills Strong problem-solving and analytical skills with a structured troubleshooting approachClear, professional written and verbal communication in English, including client-facing interactionsAbility to manage multiple priorities in fast-paced environmentsOwnership mindset with accountability for issue resolution and service qualityTeam-oriented, with the ability to mentor junior engineers and collaborate across teamsHigh attention to detail with a focus on security, stability, and documentationShift Timing: Rotational (Morning and Nights) Compensation: 35,000.00 - 50,000.00 per month Benefits: Provident FundWork Location: In person .