Tier 3 Helpdesk Technician

2 weeks ago

Fort Wayne, Indiana, United States TriCore Logic Full time

Responsibilities:

Utilize superior customer service skills to ensure client satisfaction and retention.

  • Create and maintain comprehensive documentation pertaining to server and network topology, equipment, and configurations.
  • Develop project plans, design solutions, and oversee their implementation.
  • Serve as Level 3 support for identifying and resolving complex system and network issues, acting as an escalation point for Level 1 and Level 2 technicians.
  • Generate and present technical specifications and requirements for the procurement of new servers and networking equipment.
  • Participate in afterhours upgrades, troubleshooting, and oncall support as necessary.
  • Configure, test, and maintain LAN equipment and services, such as switches, routers, firewalls, and VPNs.
  • Diagnose and resolve network problems, including connectivity issues and traffic utilization, using available network tools in a timely manner.
  • Provide infrastructure services across various areas, including storage networking, operating systems, network security, directory services, and server virtualization.
  • Assist in generating monthly reports and offering recommendations for our Managed Services clients.
  • Act as the liaison between clients and thirdparty vendors when necessary. Stay abreast of system information, changes, and updates to ensure the delivery of uptodate solutions.
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Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or relevant field, or equivalent work experience.
  • Proven experience in IT support roles, with a focus on Tier 3 technical support.
  • Proficiency in Microsoft 365 administration, including Exchange Online and SharePoint.
  • Familiarity with Meraki network products, including switches, routers, and access points.
  • Strong knowledge of Windows Server and Hyper-V administration.
  • Experience in automating tasks using PowerShell scripting.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and collaboratively in a fastpaced environment.
  • Relevant certifications (e.g., MCSE, MCSA, CCNA) are a plus.

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