Level 3 Network & Systems Technician

Level 3 Network & Systems Technician

Location: Near Albany, NY
Pay Rate: $20 – $22 per hour
Employment Type: Temp-to-Hire | Full-Time | Onsite

Position Overview

Our growing IT client is seeking a skilled and customer-focused Level 3 Network & Systems Technician to join its support team. This role is responsible for handling escalated technical issues, supporting a wide range of client environments, and delivering high-quality service across multiple communication channels.

This is an excellent opportunity for someone with help desk experience who is ready to take the next step—working on more complex issues while supporting both clients and junior technicians.

Key Responsibilities

Technical Support & Troubleshooting

• Provide advanced support for client IT environments, including Microsoft 365, Windows Server, Windows desktops, and Apple/Mac systems 
• Troubleshoot and resolve intermediate to advanced technical issues related to hardware, software, and networking 
• Support infrastructure components such as firewalls (Palo Alto, Juniper), servers, and cloud services 
• Serve as an escalation point for Level 1 support technicians 

Service Desk & Ticket Management

• Respond to incoming support requests via phone, email, and chat 
• Accurately document all issues, resolutions, and updates within the ticketing system 
• Manage and prioritize multiple tickets to meet service level expectations 

Remote Support & Systems Management

• Access and support client systems remotely using tools such as Datto RMM and other remote platforms 
• Utilize automation tools to streamline support and administrative tasks 
• Perform system updates, configurations, and maintenance 

Client Communication & Service Excellence

• Deliver exceptional customer service with a professional and friendly approach 
• Clearly communicate technical information to non-technical users 
• Ensure client satisfaction by following through on issues and resolutions 

Collaboration & Projects

• Coordinate with vendors and third-party providers to resolve technical issues 
• Participate in team meetings and contribute to knowledge sharing 
• Assist with IT projects, deployments, and system upgrades as needed 

Qualifications

• 1–2+ years of experience in a help desk or service desk environment 
• Bachelor's degree in Information Technology or related field (or equivalent experience) 
• Experience working with ticketing systems and remote support tools 

Technical Skills:

• Windows Server experience (Active Directory, file services, remote desktop services) 
• Strong knowledge of Microsoft 365 and email systems (Exchange, IMAP, SMTP) 
• Experience supporting Windows desktops, printers, and end-user environments 
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, wireless) 
• Familiarity with data backup and recovery processes 
• Ability to troubleshoot connectivity and infrastructure issues 

Soft Skills:

• Strong problem-solving and critical thinking abilities 
• Excellent communication skills (written and verbal) 
• High attention to detail and organizational skills 
• Ability to work independently and manage multiple priorities 
• Strong customer service mindset with empathy and professionalism 

To see a full listing of all our open positions, please visit:
 https://www.redshiftrecruiting.com/jobs-hiring-near-me

redShift Recruiting is the region's premier recruiting agency with over 100 years of combined experience in the recruiting field. We specialize in permanent, temporary, and temp-to-hire positions. Our superior service combined with our highly qualified and carefully selected bank of candidates sets us apart.