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Tier 3 Helpdesk Technician

2 months ago

Fort Wayne, United States TriCore Logic Full time
Job DescriptionJob DescriptionSalary: $55K-Negotiable

Job Description:
As a Tier 3 Helpdesk Technician at our Managed Service Provider (MSP), you will play a crucial role in providing top-tier technical support and solutions to our clients. We're seeking a candidate with a strong background in IT support, coupled with expertise in Microsoft 365 administration, Meraki network products, Windows Server, and Hyper-V administration. Automation experience using PowerShell is also highly desirable.


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 after-hours upgrades, troubleshooting, and on-call support as necessary.
    Perform standard system administration duties, including server installations, application deployments, and patch management.
  • 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 third-party vendors when necessary.
  •  Stay abreast of system information, changes, and updates to ensure the delivery of up-to-date solutions.


  • 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 fast-paced environment.
  • Relevant certifications (e.g., MCSE, MCSA, CCNA) are a plus.



TriCore Benefits:
- 100% Healthcare coverage by TriCore
- Dental insurance
- Vision insurance
- Life insurance


- Retirement plan with a 3% annual contribution by TriCore
- Unlimited PTO
- 75% of home internet plan paid by TriCore
- Mileage reimbursement at the federal annual rate