Job Title: Level 3 Technical Support Specialist (Onsite Only)
Location: Orlando, FL - Onsite Only
Salary: $60,000-$80,000 depending on experience
Shift Time: Rotating Schedule
Overview Our client is seeking a seasoned and reliable Level 3 Technical Support Specialist to join their onsite team in Orlando. In this role, you'll handle high-level technical issues through live chat and ticket systems, manage escalations from Level 1 and 2 support, and participate in a scheduled on-call rotation. You'll serve as the go-to expert for complex troubleshooting and play a key role in ensuring the reliability of critical systems and services.
Key Responsibilities - Provide advanced support via live chat and ticket systems, either by handling new inquiries or resolving escalated issues.
- Act as a subject matter expert and manage escalations from lower-tier support.
- Participate in an on-call rotation to assist with after-hours incidents and service interruptions.
- Collaborate with Engineering, DevOps, and Product teams to resolve critical system and application issues.
- Identify recurring problems and suggest long-term solutions to improve support processes.
- Maintain accurate documentation, knowledge base articles, and incident reports.
- Ensure compliance with SLAs for response and resolution times.
RequirementsMust-Have: - 4+ years of experience in IT support, systems administration, or a related technical role.
- Strong diagnostic and troubleshooting skills across hardware, software, and networking.
- Hands-on experience with support platforms and CRM systems.
- Solid understanding of Windows and/or Linux environments; experience with macOS is a plus.
- Excellent verbal and written communication skills.
- Ability to work under pressure and adapt to changing priorities.
- Availability for full-time onsite work, including participation in a rotating on-call schedule.
Preferred: - Experience in SaaS, MSP, or enterprise IT environments.
- Scripting or automation skills (PowerShell, Bash, Python).
- Relevant certifications (CompTIA, ITIL, Microsoft, AWS, etc.).