Job Description

Short Description:

An IT Technician (Level 3-4) is responsible for providing advanced technical support, troubleshooting complex hardware, software, and network issues, and ensuring system stability and performance. They analyze and resolve escalated technical problems, implement solutions, and support IT projects or system upgrades. The role involves mentoring junior IT staff, documenting procedures, and collaborating with cross-functional teams to optimize technology infrastructure. Level 3-4 IT Technicians play a key role in maintaining reliable IT operations and supporting organizational technology goals. Strong analytical, problem-solving, and technical expertise are essential for success in this role.

Duties / Responsibilities:

• Provide advanced technical support and troubleshooting for complex hardware, software, and network issues across multiple platforms and systems
• Install, configure, and maintain servers, enterprise software, network devices, and advanced workstation setups
• Monitor and manage network performance, security, backups, and system health to ensure optimal uptime and reliability
• Lead incident resolution, root cause analysis, and problem management for escalated IT tickets and service disruptions
• Collaborate with IT leadership on architecture planning, system upgrades, migrations, and large-scale technology deployments
• Develop, maintain, and document IT procedures, configurations, and best practices for internal teams and end users
• Provide mentorship, guidance, and training to Level 1–2 IT technicians, fostering technical skill development and knowledge sharing
• Ensure compliance with IT security policies, regulatory requirements, and organizational standards for data protection and system access
• Evaluate, recommend, and implement new technologies, tools, and processes to improve IT operations and efficiency
• Support cross-functional projects, including disaster recovery planning, virtualization initiatives, and cloud integrations

Skills / Requirements / Qualifications

• Education: Bachelor’s degree in information technology, computer science, or a related field required; relevant certifications (e.g., CompTIA Security+, Cisco CCNA, Microsoft MCSE) preferred
• Experience: 5–8 years of progressive IT experience, including advanced support, network administration, or systems engineering
• Technical Expertise: Strong knowledge of networking, servers, virtualization, cloud platforms, enterprise software, and security protocols
• Problem-Solving: Advanced troubleshooting and root cause analysis skills for complex technical issues
• Communication: Excellent written and verbal communication skills for technical documentation, team coordination, and user support
• Leadership: Ability to mentor junior IT staff, manage escalations, and provide guidance on technical solutions
• Analytical Skills: Proficiency in monitoring, analyzing, and optimizing system performance and security metrics
• Project Management: Experience coordinating and executing IT projects, upgrades, and process improvements