Helpdesk Tier 3

Responsibilities:

Serving as an escalation point for support issues that are escalated from our Tier I and Tier II engineers.
Support end-users in a help desk and on-site environment, resolving hardware/software issues.
Configure and support client systems, including hardware, networks, and applications.
Responsibilities and duties may evolve and be reassigned based on company priorities and business requirements.
Manage multiple priorities and react with proper urgency to situations and events that require quick responses.
Support and document the initiation, execution, and closing activities for a program/project(s) and support activities.
Ensure performance metrics are met or exceeded.
Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns.
Simulates and recreates user issues to resolve operational difficulties.
Recommends system modifications, if required, to reduce user problems.
Escalates more complex issues, as appropriate, to senior level technicians.
Promote and encourage a “one team” attitude at all levels internally and externally.
Qualifications:

Windows 2008/ 2012/2016/2019 Server, Active Directory User Account Management, Basic Group AD Security Policy Management
Group Policy creation.
Azure AD & Office 365 Account Administration
Office 365 Technologies including OneDrive, Sharepoint, & Teams
Microsoft Exchange
All Desktop Operating Systems: Windows 7, 8, 10, 11, Common Desktop Applications (e.g., MS Office, Adobe, Printers, Scanners etc.)
Network Appliances: Firewalls, Routers, Managed Switches
LAN/WAN, DNS, DHCP, Group Policy, Domain Controllers, Wireless Network Configuration & Troubleshooting
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
VMware and/or Hyper-V experience
MUST have (MSP) experience.
IT Support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments including Azure, AWS, Hyper-V, and VMware.
Backups, restores, and disaster recovery of systems/databases/network equipment. Acronis and Veeam experience a plus.
Skills:

Excellent written and verbal communications skills.
Excellent troubleshooting skills, able to follow instructions.
Strong documentation skills and creating standard operating procedures.
Punctual and time management skills
Availability for After-Hours and weekend Support
Professional dress and demeanor required.
Extremely Service oriented.
Customers’ satisfaction is paramount in our organization, and we take pride in the consistent high-quality service we deliver. We expect a candidate to hold his/her performance to this higher standard, and always strive towards excellence. In the ever-changing IT industry, a problem-solving mind-set with a willingness and ability to assimilate new technologies is also required.
Job Type: Full-time

Salary: $80,000.00 – $90,000.00 per year

Benefits: Dental insurance, Health insurance, Vision Insurance, Life Insurance, PTO, and 401(k)

Experience level: 6 years

Schedule: Monday to Friday