Senior Help Desk Technician

M3 Networks offers a flexible hybrid work environment in Southlake, TX, with a competitive salary of $55,000 – $75,000 per year and a comprehensive benefits package. Our culture emphasizes collaboration, proactive service, and steady growth. The Senior Help Desk Technician (Level 3) provides advanced troubleshooting, acts as an escalation point, and drives proactive service delivery through ConnectWise ticketing, automation, and reporting.

Responsibilities

• Manage and document service tickets in ConnectWise Manage, with timely updates and a minimum of nine hours per day logged as Resolution Notes.
• Leverage ConnectWise Automate to streamline repetitive tasks, run remote scripts, monitor networks, and implement proactive measures to reduce incidents.
• Maintain frequent, professional client communication via ConnectWise, provide status updates, manage expectations, and address escalations promptly.
• Install, configure, and troubleshoot on prem and cloud servers ( AWS, Azure ), virtualized environments ( Hyper-V, VMware ), and hybrid infrastructures.
• Configure secure remote access solutions (VPN, RDP, MFA) and optimize firewall settings to ensure secure connections.
• Implement and manage backup solutions using ConnectWise and third‑party tools, ensuring recovery plans meet RTO and RPO targets.
• Provision and manage Microsoft 365 and Google Workspace accounts, troubleshoot mail flow, configure security settings ( SPF, DKIM, DMARC ), and assist with migrations and hybrid setups.
• Implement anti phishing, anti spam, and compliance policies within Microsoft 365 Defender and similar tools to maintain secure communication.
• Provide remote and onsite support for Windows and macOS, addressing hardware, software, and connectivity issues as needed.
• Deploy and monitor endpoint protection and patch management to keep systems secure and compliant.
• Design and maintain Hyper‑V and VMware environments, including high availability, load balancing, and performance tuning.
• Configure and manage SAN, NAS and other storage solutions with data deduplication, encryption, and replication strategies.
• Configure, manage, and troubleshoot firewall solutions (SonicWALL, Cisco, Fortinet) including SD‑WAN and VPNs.
• Implement IDS/IPS, web filtering, and other modern security measures to strengthen network protection.
• Optimize WAN performance, configure VLANs, and set QoS for voice and data traffic.
• Manage public and hybrid cloud resources in AWS and Azure, focusing on cost optimization, scaling, and performance monitoring.
• Use PowerShell and Python to automate tasks across Windows Server, Microsoft 365, and cloud platforms for efficiency.
• Document configurations, changes, and troubleshooting steps comprehensively in ConnectWise and other systems.
• Monitor and enforce regulatory compliance (HIPAA, GDPR) and internal security policies.
• Provide regular client reporting on system health, incident response, and project status with clear optimization insights.
• Provide 24/7 proactive monitoring and rapid response using RMM tools such as ConnectWise Automate.
• Conduct network health checks, vulnerability assessments, and patch management to prevent downtime.
• Own complex issues, perform root cause analysis, and implement long‑term fixes to reduce recurrence.
• Engage with clients as a trusted advisor to align IT strategies with business objectives.
• Support pre‑sales engineering by offering technical expertise, assessing requirements, and designing solutions.

Requirements

• Expert proficiency with ConnectWise Manage and ConnectWise Automate.
• Strong understanding of networking, server administration, and cloud platforms (Azure and AWS).
• Knowledge of cybersecurity frameworks and best practices.
• Exceptional project management skills with the ability to oversee technical projects from start to finish.
• Excellent verbal and written communication for client‑facing interactions.
• 5+ years of experience in a Managed Service Provider or similar help desk environment.
• Certifications such as CompTIA Network+ or Security+ or equivalent.
• Proven track record of delivering technical solutions and maintaining high client satisfaction.

Technologies

• ConnectWise Manage
• ConnectWise Automate
• AWS
• Azure
• Hyper‑V
• VMware
• VPN
• RDP
• MFA
• Microsoft 365
• Google Workspace
• Microsoft 365 Defender
• SonicWALL
• Cisco
• Fortinet
• SAN
• NAS
• PowerShell
• Python
• Windows Server
• IDS/IPS
• Web filtering
• SD‑WAN
• VLAN
• QoS

Benefits

• Salary range: $55,000 to $75,000 annually, commensurate with experience
• Health, dental, and vision insurance
• Paid time off
• 401(k) and 401(k) matching
• Flexible schedule
• Referral program

Hiring Process

1. Submit your application
2. Video interview (about 20 minutes)
3. Technical assessment (30 minutes to 1 hour)
4. Receive and accept an offer

Work Location

Hybrid work arrangement with 80% remote and 20% onsite presence in Southlake, TX 76092.