T3 Service Desk Engineer

Job Summary:

As a Tier 3 Service Desk Engineer, you will serve as the highest level of technical support within our service desk team. You will handle complex technical issues, provide expert guidance, and collaborate with other IT professionals to ensure the delivery of superior IT services. Your role will involve troubleshooting advanced issues, mentoring junior staff, and participating in project work.

Key Responsibilities:

• Advanced Technical Support: Resolve complex technical issues escalated from Tier 1 and Tier 2 support, ensuring timely and effective resolution, including but not limited to:
• Virtualization: VMware & HyperV
• Backup systems and Storage
• Network and Security (Firewall Systems, Router and Switches etc.)
• Active Directory and O365 Administration

• System Administration: Perform advanced system administration tasks, including server management, network configuration, and security implementations on Windows Servers 2008-2022 (AD, AZURE AD, DNS, DHCP, Online Exchange/ 0365)
• Project Participation: Collaborate with project teams to design, implement, and manage IT projects for clients.
• Mentorship and Training: Provide guidance and training to Tier 1 and Tier 2 support staff, fostering a culture of continuous learning and improvement.
• Client Interaction: Communicate effectively with clients to understand their technical needs, provide updates, and ensure satisfaction with services rendered.
• Documentation: Maintain detailed and accurate documentation of technical solutions, procedures, and client interactions.
• Proactive Maintenance: Conduct regular system audits, performance tuning, and preventive maintenance to ensure optimal system performance and reliability.
• Incident Management: Lead the response to major incidents, including identification, resolution, and post-incident review to prevent recurrence.
• Security: Implement and manage security measures to protect client data and systems from threats and vulnerabilities.

Qualifications:

Experience in a technical support role, with at least 2 years in a Tier 3 or senior support capacity.

Certifications: Relevant industry certifications such as MCSE, CCNA, ITIL, or similar are highly desirable.

Technical Skills: Proficient in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper-V), cloud services (AWS, Azure), and security best practices.

Problem-Solving: Strong analytical and problem-solving skills with the ability to handle complex technical issues independently.

Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.

Customer Service: Strong commitment to providing exceptional customer service and maintaining client relationships.

Team Player: Ability to work collaboratively within a team environment and share knowledge effectively.

Requirements

• Experience in a technical support role, with at least 2 years in a Tier 3 or senior support capacity.

• Certifications: Relevant industry certifications such as MCSE, CCNA, ITIL, or similar are highly desirable.

• Technical Skills: Proficient in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper-V), cloud services (AWS, Azure), and security best practices.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to handle complex technical issues independently.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Customer Service: Strong commitment to providing exceptional customer service and maintaining client relationships.
• Team Player: Ability to work collaboratively within a team environment and share knowledge effectively.

Benefits

Benefits:

• Company-paid Day-1 Health Insurance for employee
• Company-paid AD&D Insurance
• Company-paid LTD & STD Insurance
• Unlimited PTO
• Employee Assistance Program
• Dental Insurance
• Vision Insurance
• 401k
• Life Insurance

Additional Information:

• Position Type: Full time, salaried
• Salary Range: $85,000 - $120,000/yr
• Unlimited PTO Eligibility: After 90 days
• Employee Ownership Eligible after 1 year of service