Help Desk Tier III

Reports To

Service Manager in US

RESPONSIBILITIES

This position will have some client facing aspect with the majority of time spent on the service desk supporting clients remotely. The Help Desk Tier 3 Engineer is the final escalation point within the Service Desk. Technical issues that cannot be resolved by levels Tier 1 and Tier 2 are escalated to the Tier 3 Technical Support Engineer. This individual is capable of troubleshooting and resolving the most difficult and complicated issues. The supporting infrastructure includes multiple based networks spanning multiple enclaves within a hybrid (Windows & Mac OS) environment.

  • Provide remote and onsite server support for escalated issues on a daily basis.

  • Installation, upgrade, support of server hardware and software and server/network problem
    identification and resolution.

  • Technical support of systems including Windows Server and Virtual machines.

  • Provide IT support relating to technical issues involving Microsoft core business applications and operating systems.

  • Thorough knowledge in IP, DNS, and AD configurations.

  • Interact with Tier 1 and Tier 2 providing support and guidance on difficult issues.

  • Provide product training to Tier 1 and Tier 2 Help Desk Analyst and act as a mentor to junior support staff.

  • Act as a back-up for Tier 1, Tier 2 and Tier 3 Service Desk Staff.

  • Maintain low ticket inventory by proactively reaching out to team members to analyze for any “roadblocks” and then resolving them.

  • Take ownership of Tier 2 tickets that aren’t resolved in a timely fashion while working with the
    original assignee.

  • Respond positively when under pressure, multi-task and to deal with conflict / crisis ( i.e. realize something is important or will quickly become critical)

  • Provide a high-level of customer service to all customers including effective communication.

  • Demonstrate a thorough understanding of departmental policies and procedures.

  • Work with system and application owners to remediate reoccurring issues.

  • Ability to troubleshoot virtualized environments and make recommendations for improved performance.

  • Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved.

REQUIRED QUALIFICATIONS

  • Bachelor’s degree in computer science, and/or specialized computer systems

  • Minimum of 5 years’ experience in the technology field with deep hands-on experience.

  • Minimum of 5 years’ experience of supporting technology infrastructure.

  • Minimum of 3 years’ experience with VMware ESX Server or VMware products.

  • Detailed knowledge of Microsoft (Windows Server 2012/2016 (2019 a plus), Microsoft Exchange, Office 365 and Active Directory)

  • Setup, operation and troubleshooting of TCP/IP networking

  • Experience with trouble ticketing system—currently using Service Manager.

  • Thorough knowledge of desktop and business/technical support systems.

  • Excellent written and verbal communication skills as some customer-facing interaction will be required.

  • Must be a team oriented individual.

  • Experience with VoIP and network security is a plus.

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