Job Title: Level 3 Support Technician (L3)
Responsible to: CEO/COO
Place of Work: Based in Corvallis Oregon with work from home options available – must be able to drive 50-100 miles to visit clients on a semi-regular basis
Hours of Work: Position is Salaried and will be required to complete work as needed
Additional Hours: Salaried Exempt
Position Overview
Let’s get real – you’re reading this because you’re tired at your current MSP and think you can do it better. Leadership isn’t letting you make the changes you think will grow the business. Well, we want you to come and help us do exactly that.
We’re 4 years in after migrating from break/fix and have stabilized our client base. We value integrity, honesty and transparency. We are on the precipice of growth but need to clean some processes up and get more people to cover the real work – helping clients grow their businesses.
If you can do all that IT stuff in your sleep and really thrive on building relationships and helping people make tech work for them – come do it at a local level in an incredible small college town in the Willamette Valley. Hiking/Biking right outside your back door – Ocean is 55 minutes away and Skiing in the Cascades a hop skip and a jump.
Job Duties
L3 will be responsible for interfacing directly with clients, coordinating work and projects with the Project Coordinator along with providing Technical Support as needed.
This includes:
- Project Planning and Estimates
- Troubleshooting elevated technical issues
- Updating and Maintaining Client Documentation
- Building relationships through regular check-ins with client leadership
This position should be able to cover all positions at the company as needed for coverage, including but not limited to:
- Fulfilling L2 ticket requests similar to:
- Client Software Troubleshooting
- System Failures and Outages
- Network Equipment Failures and Troubleshooting
- Security Implementation
- Logging and Analysis of issues/breaches
- Physical Computer Repairs
- Fulfilling L3 ticket/project requests similar to:
- Complex software/network issues unable to be resolved by L1/L2
- Building and Designing Scripts for Automation
- Interfacing with other IT to solve complex client problems
- Back Filling L1 ticket requests similar to:
- User Account Creation
- Computer/Staff Onboarding/Offboarding
- Backup Testing
- System Updates
- Hardware Updates
- Secure Data Wiping and system recycling
Minimum Requirements
- 3-5 years in a similar IT Support Environment
- Good soft skills and desire to connect with people eye to eye
- Degrees and Certifications a plus – but practical real world experience is more important
- Experience in Leadership with ability to training others
- Knowledge of Halo PSA, NinjaOne, Huntress, M365, Google Workspace, JumpCloud, Proxmox, Hyper-V, PC/Mac/Linux ideal
Pay
- This position is salaried starting at $65k with benefits available.
- Advantage Computing will take all standard holiday’s off matching Oregon State University’s Holiday Schedule.
- Mileage is paid to staff at current Federal rate for drives from the office to client and back. Mileage reports are provided monthly.
Benefits
PTO and Sick Pay are accumulated based on seniority and negotiated during the hiring process. 401K matching available. Health Benefits provided with Advantage covering 50% of premiums after set duration of employment.
Remote and In-Office
This position has some flexibility as long a staff can maintain productivity. Office space will be provided but work from home/remote is possible. Staff are expected to be available for onsite support on a rotating schedule along with answering phones. Business will operate Monday-Friday 8am – 5pm with a staff person answering the phone during those hours (as decided by the team). Due to the need for late night and weekend work, staff are not expected to work during those times but a 40 hour work week through some means of schedule is expected. Staff will have minimum billable hours to meet along with ticket completion. This position may require annual visits to locations more than 300 miles away from primary office.
Non-Discrimination Policy
We are committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, or any other protected characteristic. Our hiring decisions are based on skills, qualifications, and merit. We prohibit any form of discrimination or harassment and strive to create a diverse and inclusive work environment.