Tier 3 - Support Consultant
2 months ago
Job Location
ABEL SOLUTIONS MARIETTA - MAREITTA, GA
Remote Type
Hybrid
Job Category
Information Technology
Description
COMPANY
Abel Solutions, an ATS company with a rich legacy spanning over 30 years, stands as a recognized leader in delivering exceptional business solutions. Our commitment to a customer-focused philosophy, time-tested delivery methodologies, and a track record of project success make us the preferred choice for customers and strategic partners alike. At Abel Solutions, every business engagement is seen as a unique opportunity to seamlessly integrate the right blend of people, processes, and technology, fostering a culture of business excellence. Our unwavering dedication to superior customer service is evident in the loyalty of our clients, who return to us year after year for additional projects and ongoing support. As a Microsoft Gold Partner for over two decades, our specialized focus on Microsoft technologies ensures that we provide unparalleled expertise to meet your unique business needs. Join us in our journey of innovation and excellence at Abel Solutions.
ROLE
As the Tier 3- IT systems Engineer/Consultant you will be responsible for monitoring, management, maintenance, and support of all aspects of client IT infrastructure and back-end services. The primary focus of this position will be resolving high impact escalations from lower tier support groups. A successful candidate will assist lower-tier support groups and address infrastructure change requests as needed. Tier 3 Support Engineer role will be a bridge between Helpdesk and Projects team, working with Projects team as necessary, making suggestions to clients for infrastructure improvement, etc. Additionally, they are also responsible for working with management to develop and maintain relevant procedures and standards, designing and defining technical solutions for projects and implementation of infrastructure related projects.
Responsibilities:
- Ticket Execution
- Assessing and resolving complex escalations from support teams and providing timely resolution
- Resolving client change requests related to IT infrastructure and services.
- Deliver first class customer service to meet customer satisfaction metrics.
- Assist with monitoring, managing, and maintaining all aspects of client infrastructure and back-end services.
- Documenting client infrastructure
- Identify and recommend changes, upgrades, and new services for clients.
- Continuous Process Improvement
- Work with management to define and implement new processes, procedures, and services to improve service delivery.
- Identify, refine, and promote best practices in terms of deliverables, processes, and knowledge sharing.
- Submit additions to knowledge base to improve service delivery and customer satisfaction.
- Earn at least one certification per year in accordance with company needs and technician interest.
- Other Responsibilities/Expectations
- Attending company functions including company meetings, community service events and social events (e.g., happy hours) as an example for other employees and to cultivate team building.
- Proactively identifying opportunities for professional skills advancement through classes, seminars, webinars, events, self-study, etc.
- Demonstrated contributions to Abel Solutions' marketing efforts through blog posts, insights, or other channels (such as social media).
- Assist the Abel Solutions leadership with other activities and tasks as assigned.
Requirements:
- 5+ years relevant professional IT work experience.
- High level IT certifications (Microsoft, Cisco, ITIL, etc.)
- High level of proficiency with modern IT systems, hardware, infrastructure, and services.
- Persistence and willingness to learn and adapt.
- Always maintain professional appearance and work ethic.
- Capacity to multi-task, excellent organizational skills, and attention to detail.
The successful candidate for this position will have access to information subject to U.S. export controls under the U.S. International Traffic in Arms Regulations ("ITAR") and/or U.S. Export Administration Regulations ("EAR"). Based on the sensitivity of this information, the successful candidate must be a U.S. Person, as defined by ITAR, or, in the event the applicant is not a U.S. Person, be eligible for export licenses to be obtained from the Department of State, Directorate of Defense Trade Controls ("DDTC") on a per-project basis to access ITAR and EAR controlled data and information. A "U.S. Person" includes (a) U.S. citizens or nationals; (b) U.S. lawful permanent residents (i.e., "green card" holders); (c) persons granted refugee status; or (d) persons granted asylum in the United States. Company may choose not to apply for such license at its discretion due to federal approval timing considerations.
Abel Solutions is an equal opportunity employer where employment is based upon personal capabilities and qualifications without discrimination due to race, color, religion, gender, age, national origin, disability, veteran status or any other protected characteristic as established by law.
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