Level 3 IT Support Technician – Escalations

Andromeda is hiring a Level 3 IT Support Technician to act as the escalation point for complex cases within its Managed IT Services team. This hybrid role is hands-on and focused on advanced troubleshooting across infrastructure, networking, Microsoft 365, virtualization, and business applications, with a strong expectation to guide other technicians as issues move through the support process.

Based in Lockport, IL, the position combines in-office collaboration with remote work and centers on resolving escalated tickets while improving how the team handles future problems.

Responsibilities

• Serve as an escalation point for Level 2 technicians when advanced troubleshooting or deeper technical expertise is required.
• Diagnose and resolve complex issues across servers, networks, Microsoft 365, virtualization, and business applications.
• Troubleshoot advanced Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and related infrastructure.
• Investigate networking issues involving firewalls, VPNs, VLANs, routing, switching, and connectivity.
• Support Microsoft 365 services, including Microsoft Entra ID, Exchange Online, and hybrid environments.
• Troubleshoot virtualization environments, including VMware and Hyper-V.
• Coordinate with vendors and internal teams to resolve challenging technical problems.
• Identify recurring technical issues and recommend long-term solutions.
• Mentor Level 1 and Level 2 technicians through troubleshooting guidance, knowledge sharing, and hands-on training.
• Help develop internal documentation, troubleshooting procedures, and technical knowledge base articles.
• Review escalated tickets to find opportunities for technician development and process improvement.
• Maintain accurate ticket documentation, including troubleshooting steps and resolutions.
• Collaborate with the Service Desk, Field Services, and Professional Services teams when advanced technical assistance is needed.

Requirements

• 5+ years of professional IT support experience, including experience in a senior technical or escalation role.
• Strong experience supporting Windows Server environments, Active Directory, Group Policy, DNS, and DHCP.
• Advanced troubleshooting skills across networking, servers, operating systems, and cloud services.
• Hands-on experience with Microsoft 365 administration, Entra ID, and Exchange Online.
• Working knowledge of firewalls, VPNs, VLANs, routing, and switching.
• Experience troubleshooting VMware, Hyper-V, or similar virtualization platforms.
• Ability to independently investigate complex technical issues and determine root causes.
• Experience working with escalated support tickets and coordinating technical resolutions.
• Strong communication skills, including the ability to explain technical concepts to clients and less experienced technicians.
• Willingness to mentor and train other technicians.
• Ability to manage multiple priorities while maintaining ownership of escalated issues.

Technologies

Microsoft 365, Microsoft Entra ID, Exchange Online, Windows Server, Active Directory, Group Policy, DNS, DHCP, firewalls, VPNs, VLANs, routing, switching, VMware, Hyper-V, ConnectWise Manage, NinjaOne, SonicWall, Ubiquiti, Ruckus, Microsoft Intune, Microsoft Defender, Datto, Axcient, PowerShell

Benefits

• Blue Cross Blue Shield health insurance
• Dental insurance
• Vision insurance
• Optional 401(k) with company matches up to 2%
• Optional life and disability coverage
• Paid holidays, sick days, and vacation
• 10 days of vacation and 5 sick days to start
• Unlimited vacation after 1 year of service
• Quarterly All-Hands Company Briefings
• Monthly company activities
• Annual Company Party
• Mentorship and opportunities for advancement

Work Location

• Hybrid position based out of the Lockport, Illinois office
• Two days per week in the office, with three days eligible for remote work
• Candidates must live within reasonable commuting distance of Lockport, IL

Compensation

$70,000 - $80,000 per year

Preferred Qualifications

• Previous experience working for a Managed Service Provider (MSP)
• Experience with ConnectWise Manage, NinjaOne, or similar PSA/RMM platforms
• Experience with SonicWall, Ubiquiti, Ruckus, or similar networking technologies
• Familiarity with Microsoft Intune, Defender, and other Microsoft security technologies
• Experience with backup and disaster recovery solutions such as Datto, Axcient, or similar platforms
• Experience with PowerShell scripting and automation
• Microsoft, CompTIA, Cisco, or other relevant technical certifications
• Experience creating technical documentation and delivering internal training

Additional Information

• Background screening is required for all positions.
• Many technical roles include hands-on testing, so be ready to show as well as tell.