According to a report by Mordor Intelligence, the United States IT Services Market size is estimated at USD 490.86 billion in 2025 and is expected to reach USD 671.57 billion by 2030. This boom in the IT sector has created a high demand for highly skilled IT technicians, also known as Level 3 Support Technicians.
If you wish to build a career in the IT sector, becoming a Level 3 Support Technician is a good choice. However, before you start your career journey, you need to know the skills required, how it differs from a level 2 role, and how to advance from level 2 to level 3.
A] What are Level 3 IT Support Technician roles in the USA?
A Level 3 Support Technician in the USA is the highest position in the three-tier IT support system. The level 3 technician support team consists of some of the most experienced, qualified, and skilled IT professionals in the organization. They specialize in solving the most complex issues related to hardware and software that require an in-depth understanding of the system and network. They often work in the backend as they deal with technical issues that require working on system architecture, code, and intricate configurations. In addition to resolving problems, they also perform server repairs, create data centers, and develop and deploy solutions to escalated problems.
Also Read – https://verticaltalentsolutions.com/remote-it-technician-job-description/
B] Technical Skills Needed for Level 3 IT Support Role
- Cloud Services: A level 3 IT technician has to work on resolving cloud connectivity issues, manage user access, and ensure data integrity. Hence, to become a successful level 3 technician, you need to have experience and knowledge of cloud services.
- Virtualization Platforms: Expertise in virtualization platforms like VMware, Hyper-V, and Citrix is essential for managing virtual machines, optimizing resource allocation, and troubleshooting performance issues. They are responsible for maintaining efficient virtualized infrastructure.
- Operating Systems and Software: Level 3s are not only required to be familiar with operating systems and software but be proficient in managing them. OS deployment, performance tuning, patch management, and complex software compatibility issues are part of their KRA.
- Problem-Solving: Unexpected IT problems can arise in any organization. Problem-solving is a necessary skill for any level 3 for effective and efficient management of arising issues.
- Cyber Security: A level 3 technician needs to keep the organization safe from external security threats through firewall configurations, intrusion detection, and VPN management. Hence, up-to-date knowledge about security protocols is mandatory.
- Hardware And Software Management: A level 3 technician needs to be skilled at diagnosing server failures, storage configurations, and network hardware issues. Advanced hardware and software management skills are some of the most basic requirements for a level 3 post.
C] How Does The Role Of Level 3 Support Differ From Level 2?
A level 2 IT technician receives tickets from level 1 technicians for handling customer complaints and support requests for complicated issues. Meanwhile, a level 3 technician works on advanced diagnostics, root cause analysis, and infrastructure-level issues. A level 2 technician offers front-end support such as troubleshooting, solving technical issues, and helping users learn how to use new or complicated software. The role of a level 3 support technician is more related to the back-end as they work to solve problems that affect the organization on a broader scale, like a glitch in the network or issues with the code.
Also Read – https://verticaltalentsolutions.com/job-description-for-msp-it-candidates/
D] How To Become A Level 3 Support Technician?
1. Gain Experience
As a level 2 technician, you should try to solve as many complex problems as possible to get in-depth knowledge about your industry. You can assist your fellow teammates or work closely with existing level 3 technicians. Document the solutions you come up with for any new problems or read through solutions documented by others to get the maximum exposure.
2. Professional Certifications
Certifications related to your industry can help you learn new things and progress your career. Having certifications on your resume also showcases your knowledge and willingness to learn. If you are looking to specialize in a certain field, complete certifications that help you expand your knowledge in that domain.
3. Skill Development
A level 3 technician needs to have an advanced level of skills for efficient and effective problem-solving. Make sure to build skills that are high in demand, such as server management, cloud platforms, cybersecurity, and automation, for improved chances of success.
4. Build Your Network
Networking is one of the most crucial yet underrated ways of career growth for level 3 IT support technicians. Networking can help you learn about the latest technologies, trends, and skills. A strong network opens several doors for better job opportunities, mentorship programs, and learning opportunities. IT events and conferences are a good place to build your network.
5. Apply For Internal Promotions
Express your interest in becoming a level 3 technician to your seniors and managers. Companies looking to hire for level 3 often promote existing level 2 technicians due to their familiarity with the organization and trust. Make sure your work is noticed by your managers. It is one of the fastest ways to become a level 3 technician.
6. Be Open To Opportunities
If you feel internal promotions are too few and far between, you can also explore external job opportunities for level 3 support technicians in the USA. Apply for roles that match your experience, skills, and expectations. Be open to taking on new roles and responsibilities if required.
Conclusion
A level 3 technician’s job role is one of the highest positions in an IT department. If it is your aim to become a level 3 technician, you need to possess advanced skills and qualifications with extensive experience. With the rising United States IT services market, now is the perfect time to take the next step in your career.
If you are looking for a level 3 technician job role that matches your profile, contact us today! Vertical Talent Solutions is a reputed and trusted MSP IT agency recruitment and staffing company in the USA.
FAQs
The roles and responsibilities of an L3 IT technician include advanced troubleshooting, root cause analysis, infrastructure management, and system performance optimization. They also have to work closely with the management to assist in system upgrades, automation, security patching, and documentation.
An L1 is the first point of contact for users. They handle basic troubleshooting, password resets, software installation, and general queries. An L2 handles tasks that are more complex than what an L1 can resolve, such as software bugs, deeper system diagnostics, and minor configurations. L3 is the highest level of support, dealing with infrastructure-level issues, advanced debugging, security vulnerabilities, and software or system failures.
The average level 3 IT support technician salary in the USA is around $82,930 annually, which comes to around 40$ an hour. However, the highest earners could make up to $120,500 P.A.
Ted White is the President & CEO of Vertical Talent Solutions and has over two decades of IT recruiting experience. Specializing in assisting Managed Service Providers in securing their ideal roles, his expertise navigates career paths precisely. Connect with Ted White for tailored recruitment solutions today.