IT Specialist - Helpdesk T3 (MSP) - team lead

About Us:
We are a leading Managed Services Provider (MSP) that offers premium IT support to businesses. We are committed to helping our clients achieve operational excellence through innovative and secure IT solutions. As we continue to grow, we are looking for a highly skilled Tier 3 Helpdesk Technician with solid leadership experience to join our team. This is an excellent opportunity to work with cutting-edge technologies while leading a talented support team.

Position Overview:
The Tier 3 Helpdesk Technician - Team Lead will be responsible for resolving high-level technical issues, managing a support team, and ensuring that our client environments are running smoothly and securely. You will work on complex IT challenges, including FortiGate firewalls, Ubiquiti networking, Windows servers, and more. You will also utilize IT Glue, PSA, and RMM tools to support clients effectively and efficiently.

As the Team Lead, you will mentor and guide a team of Tier 1 and Tier 2 technicians, ensuring consistent delivery of excellent service and adhering to SLAs.

Key Responsibilities:
Provide advanced support and troubleshooting for FortiGate firewalls, Ubiquiti networking equipment, Windows Servers, and other IT infrastructure components.
Lead, mentor, and support a team of Tier 1 and Tier 2 technicians, ensuring timely ticket resolution and maintaining high service quality.
Manage and resolve complex technical issues, offering guidance to team members on escalated tickets.
Use IT Glue, PSA, and RMM tools (e.g., ConnectWise, Datto, Kaseya) to monitor, manage, and maintain client systems effectively.
Oversee the setup, configuration, and deployment of new systems and devices for clients.
Conduct root cause analysis for recurring issues and propose long-term solutions to prevent future incidents.
Collaborate with clients to understand their IT needs and proactively address any potential issues.
Track and document all support activities in ticketing systems, ensuring complete and accurate records of resolutions.
Train and develop junior team members on best practices, troubleshooting techniques, and new technologies.
Maintain high levels of customer satisfaction by providing timely and professional communication and solutions.
Qualifications:
5+ years of experience in an MSP environment, with a focus on Tier 3 Helpdesk support.
Strong leadership experience, with the ability to manage and guide a technical support team.
Extensive experience with FortiGate firewalls, Ubiquiti networking equipment, and Windows Server management (Active Directory, DNS, DHCP, etc.).
Hands-on experience with IT Glue, PSA, and RMM tools (e.g., ConnectWise, Datto, Kaseya).
Deep understanding of networking concepts (TCP/IP, DNS, VPN, LAN/WAN) and security protocols.
Proficiency in troubleshooting complex issues related to servers, networks, and security devices.
Strong communication and interpersonal skills for interacting with clients and internal teams.
Ability to prioritize and manage multiple tasks in a fast-paced, customer-driven environment.
Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Solutions Expert (MCSE), or FortiGate Certified Network Security Professional (FCNSP) are highly desirable.