Service Technician T3

We are seeking a highly technical and execution-focused Service Technician T3 to join our Service Delivery team.

3 minute read

We are seeking a highly technical and execution-focused Service Technician T3 to join our Service Delivery team. This role is responsible for resolving high-impact service issues, acting as the final escalation point for complex technical problems, and ensuring solutions align with long-term client outcomes and established standards.

The Service Technician T3 is responsible for root cause analysis, technical authority during escalations, and driving improvements that reduce repeat failures and increase service reliability. This role is ideal for someone who can operate across systems, lead resolution efforts, and ensure technical decisions are consistent, stable, and aligned to client expectations.

Key Responsibilities

Own resolution of high-impact or high-risk service issues, ensuring problems are fully resolved or directed appropriately with clear accountability for client impact and outcome
Own root cause analysis for escalated and complex issues, ensuring underlying failures are identified, documented, and addressed to prevent recurrence
Own technical standards enforcement at the execution level, ensuring solutions align with defined architectures, best practices, and client commitments
Act as the technical authority during escalations, providing direction, decision-making, and validation for complex or cross-system issues
Coordinate with service leadership during high-impact incidents, ensuring technical actions, risks, and decisions are clearly communicated
Identify systemic issues, patterns, or design gaps that lead to repeat failures and ensure they are escalated and driven toward permanent resolution
Contribute to service improvement by refining technical approaches, standards, and implementation methods
Resolve high-risk and high-impact issues across server, network, security, and cloud environments
Support server infrastructure and virtualization including Hyper-V, VMware, performance, and hardware failures
Support networking and security configurations including firewalls, routing, segmentation, and advanced VPN design
Support security operations including SIEM, XDR/MDR, threat response, and vulnerability management
Lead incident response efforts and provide direction during security or service-impacting events
Support backup and disaster recovery solutions including configuration, recovery execution, and validation
Support cloud architecture decisions including tenant-level configuration, identity, and access design
Monitor and respond to system-wide alerts, capacity risks, and environmental issues across infrastructure
Participation in the After Hours Support rotation is required, including availability to respond to client emergencies outside of standard business hours
Own basic low voltage cabling execution, including pulling, routing, terminating, and testing cable as required to support service and infrastructure needs

Technical Skills

Advanced proficiency across Tier 1, Tier 2, and Tier 3 technical scopes
Expert-level troubleshooting across systems, services, and multi-environment interactions
Strong understanding of server infrastructure, virtualization, and enterprise systems
Strong understanding of networking, security, and infrastructure design principles
Working knowledge of Microsoft 365, Azure, and identity architecture
Ability to lead root cause analysis and resolution across complex issues
Ability to enforce technical standards and validate solution alignment
Ability to communicate complex technical concepts clearly to both technical and non-technical audiences

Basic Qualifications

5+ years of experience in IT support, engineering, or MSP environment
Proven experience handling escalations and resolving complex, high-impact issues
Strong experience with server infrastructure, virtualization, and networking
Strong understanding of Microsoft 365, Azure, and identity management
Experience supporting multi-client or multi-environment infrastructure
Strong problem-solving and analytical skills with ability to lead investigations
Ability to manage high-priority work, coordinate efforts, and maintain service continuity under pressure
Valid driver’s license and access to a reliable vehicle for client onsite support and travel

Preferred Qualifications

Experience working in a managed services (MSP) environment at a Tier 3 or senior level
Industry certifications such as Microsoft, VMware, Cisco, or security-focused certifications (Security+, CISSP, etc.)
Experience designing or contributing to infrastructure, cloud, or security architecture
Experience with RMM, PSA, monitoring, and alerting platforms at scale
Bachelor’s degree in Information Technology or equivalent advanced experience
Demonstrated ability to lead technical initiatives, mentor technicians, and drive service improvement

Interested in joining the AIS team?

Please check our jobs postings board here .

About AIS

All Information Services, Inc. (AIS) is a full-service technology solutions firm based in Chicago, IL that provides both technology sales, service and consulting. Genuine, understanding and experienced, our technicians, engineers and consultants are real, neighborly people who will work with you one-on-one, locally, to maintain your systems.

Real People, True Partners.

AIS has assisted more than 1,000 clients across Chicagoland, including state and local government, business, non-profit organizations, school districts, residential customers, and more. We are committed to building long-term relationships with our customers and serving as a grounded partner you can trust. We are less concerned about "making a sale" and more concerned about figuring out how we can strengthen your business, allowing you to stay focused on your daily tasks. From the day we install a new piece of equipment or fix one that isn't working, we will be a watchful steward of your technology applications.