Tier 3 Helpdesk Engineer

Job DescriptionJob Description

The Tier 3 Engineer is chiefly responsible for the high knowledge technical problem solving and implementation in projects, automation, and Managed Service escalations. This is a combination of both an in-office and on-site position. The successful candidate will be one who has a passion for technology, and an engrained capacity to serve customers by providing a true ‘concept to completion’ experience.

Managed Services

1. Responds to inquiries and requests for assistance with the Level I and Level II Technicians,

2. Identify problems, troubleshoot and implement resolutions and standard operating procedures to assist users.

3. Performs assessments of client’s networks. Evaluates operating practices to determine if controls and security measures are adequate.

4. Assesses network performance. Recommend and implement upgrades or improvements. Troubleshoot and resolve network problems.

5. Oversee and administer client’s network servers, network infrastructure, peripheral devices and workstations.

6. Monitor performance and maintain security of LANs, VPN’s, and vLAN’s.

7. Ability to implement, maintain, and update cloud infrastructure including AD, inTune, Azure, and other software

8. Conduct research on emerging products, services, protocols, and standards in support of systems software procurement and development efforts.

9. Recommend, schedule, and perform software and hardware improvements, upgrades, patches, and reconfigurations

10. Install, configure and maintain servers, server operating systems, networked data storage, network application software and data communications devices

11. Implement, maintain, and update security measures to ensure the integrity of company data resources and prevent unauthorized access to network systems

12. Implement disaster recovery systems and develop procedures to ensure reliability of company data resources and recovery in the event of a catastrophic event

13. Coordinate with supported end-users to evaluate information system requirements and develop hardware/software solutions to provide required services

14. Acquire and maintain the requisite technical skills to perform all required job duties. Ongoing commitment of professional development.

15. Develop and maintain standard operating procedures and knowledge base articles

16. Perform assigned responsibilities, duties, and tasks according to established practices, procedures, techniques, and standards in a safe manner and with minimal supervision

17. Actively participate in automation building, scripting, and implementation

18. DAILY time entry accounting for at least 8 hours in the form of Resolution Notes in Service Tickets

19. Monthly billing should be at least 75% or more of a typical month of about 170 hours available

Projects and Professional Services

1. Plans, executes, and successfully delivers concurrent technology projects.

2. Provides mentoring and direction to project team members in meeting project objectives.

3. Escalates all unresolved technology or personnel issues to the Project Manager.

4. Provides support to Project Manager in developing network requirements and scope statements, defines project deliverables and their timed implementation in accordance with the project plan.

5. Ensures that milestones are achieved on time, on budget, and in scope by dealing with or escalating issues with sufficient time for course correction.

6. Manages project change control process. Ensures strict quality of all project deliverables.

7. Tracks and monitors project issues and resolutions.

8. Participates in team meetings and project review meetings with effective and proactive communication.

9. Exhibits successful management of client expectations when targets cannot be met

QUALIFICATIONS:

1. Relevant industry certifications – Vendor, Microsoft, and or CompTIA

2. Proficient Use of Service & Project Ticketing Platform

3. At least 4 – 8 years of experience working in IT Service Team/MSP NOC Team Environment, with Project Experience.

4. Understanding and ability to deal with a large tool set. Ability to review and bring recommendations to the table for updated technology.

5. Expert-Level Comprehension of Network Setups and Configurations

6. Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)

7. Reliable transportation, active and current driver's license, insurance, and clean driving record

8. Previous automation and scripting experience preferred

SKILLS AND KNOWLEDGE:

1. Positive attitude towards people and problems. Ability to collaborate and think outside the box.

2. Ability to self-start, work independently, and achieve high standards

3. Proficient communicator, including writing, speaking, proofreading and computer skills

4. Work effectively in a team-oriented environment with a positive, can-do attitude.

5. Adept in developing and maintaining strong relationships with management, staff, vendors and clients.

6. Exhibit professional integrity, balanced business judgment, tact, and diplomacy.

7. Excellent problem-solving skills and ability to work in small and large projects with great attention to detail.

8. Professional interpersonal skills, such as communication skills, active listening, and customer-care

Company DescriptionOur team members work hard and we appreciate every one of them We are actively growing and improving to create a better work environment for our team and better customer service for our clients. We are aggressively improving our processes and procedures, offering training to our employees, and improving how we do what we do. We have a culture for learning, growth, and excellence.Company DescriptionOur team members work hard and we appreciate every one of them We are actively growing and improving to create a better work environment for our team and better customer service for our clients. We are aggressively improving our processes and procedures, offering training to our employees, and improving how we do what we do. We have a culture for learning, growth, and excellence.

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