What are the responsibilities and job description for the IT Systems Support III – Managed Services (MSP) position at The Maynard Group, Inc.?
IT Systems Support III – Managed Services (MSP)
About The Maynard Group (TMG)
TMG manages IT and telecom for our clients, keeping them connected, productive, and worry-free while they focus on what they do best. We value accountability, ownership, integrity, and teamwork as we grow a high-performing service team dedicated to delivering consistent, high-quality results.
Position Overview
The MSP Technician III position on our ServiceONE team is an advanced technical role responsible for complex IT support, project work, and proactive technology services across diverse customer environments.
This is a hands-on MSP position requiring advanced expertise in Microsoft systems, cloud infrastructure, and networking. Technicians are expected to independently diagnose and resolve complex technical problems, take ownership of work through completion, and provide an exceptional customer experience.
Key Responsibilities
- Own complex service tickets from initial diagnosis through resolution.
- Provide proactive and responsive IT support across multiple MSP customer environments.
- Execute technical projects including migrations, deployments, infrastructure upgrades, network changes, and cloud initiatives.
- Perform root-cause analysis and implement reliable, long-term solutions.
- Identify infrastructure risks, recurring issues, security concerns, and opportunities for improvement.
- Manage multiple tickets and project assignments while meeting SLAs and customer expectations.
- Maintain accurate ticket notes, technical documentation, configurations, and resolution details.
- Communicate directly with customers regarding technical issues, recommendations, project status, and resolution.
- Collaborate with other technical resources while maintaining ownership of assigned work.
- Occasional travel to customer sites.
Required Technical Expertise
This position requires the ability to independently troubleshoot complex Microsoft, server, identity, cloud, and networking issues without routinely relying on escalation to another technician. Candidates must possess advanced hands-on expertise and be capable of independently administering and troubleshooting:
- Active Directory Implementation, management, and Group Policy design
- Microsoft 365, Microsoft Entra ID, Microsoft Intune and endpoint management
- Conditional Access, MFA, RBAC, and IAM secure access
- Microsoft Azure infrastructure, virtual machines, Azure Virtual Desktop, and networking
- Strong understanding of DNS management, record types, and global impact
- Diagnose and resolve complex network connectivity issues using OSI model
- VLANs, routing, and switching
- Firewalls, rule processing, NAT, port forwarding, VPN’s, segmentation, and traffic-flow issues
- Site-to-site and client-to-site VPNs including LT2P and IPSEC
- Enterprise wireless and switching management
- Advanced understanding of Windows OS’s and macOS endpoints
- Familiarity with *nix based distributions
Experience & Qualifications
- 5 years of progressive professional experience in IT infrastructure, systems administration, networking, or advanced technical support.
- MSP experience supporting multiple customer environments.
- Experience performing technical project work in production environments.
- Experience working within IT ticketing systems.
- Strong troubleshooting, analytical, documentation, and ticket-management skills.
- Strong customer-facing communication skills.
- Demonstrated ownership, accountability, organization, and follow-through.
- Experience with VoIP or UCaaS technologies.
- Experience with PSA, RMM, monitoring, backup, documentation, and endpoint security platforms.
- Experience with technical discovery, infrastructure assessments, migrations, technology projects, and customer-facing technical reporting.
- Experience owning projects from design, through implementation
Compensation & Benefits
- 401(k) with employer matching
- Health, dental, and vision insurance
- Paid time off
Schedule & Work Location
- Full-time, Monday through Friday
- 8am - 5pm PST
- Hybrid work location options available
Pay: $38.00 - $48.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Aptos, CA 95003
Salary : $38 - $48