Level III Service Desk Technician

3 weeks ago

Reading, United States Stratix Systems Full time

Level III Service Desk Technician

Stratix Systems is an innovative and growing company providing a full range of IT consulting services to small and medium-sized businesses. We have an exciting opportunity for an experienced IT individual to support a territory in the Greater Berks and surrounding regions.

The Level III Service Desk Technician will provide on-site and remote support for a wide variety of Stratix client companies. Stratix has been in business for over 40 years, with offices in Wyomissing, King of Prussia, Bethlehem, York PA and Edison NJ. We serve clients in multiple industries and are enthusiastic about what's on the horizon. This is a great opportunity to join a forward-thinking team, get a tremendous amount of hands-on experience and operate as a key player on the front lines with our clients, equipping them with the technology they need to achieve their organizational objectives.

Position responsibilities are to serve as a technology consultant in the role of supporting the networks, servers, workstations and other technology assets of our clients.

Responsibilities of Role:

  • Responsible for troubleshooting and resolving escalated incidents captured by RMM tools
  • Make large infrastructure changes including but not limited to Group Policy, Microsoft 365, VMware, Hyper-V, AWS, Azure, networks, etc
  • Ability to make access rule or NAT changes within firewalls
  • Technically lead Incident Management team with Priority 1 and Priority 2 incidents
  • Resolve end user related escalations from Level 1 and Level 2 Service Desk teams
  • Create or modify technical documentation to assist Level 2 or lower with more efficient resolutions
  • Assist with onsite incidents and implementations when required
  • Participate in weekly on-call rotation to resolve any Priority 1 or Priority 2 incident outside of business hours
  • Manage a daily queue of incidents and requests within PSA system while meeting Service Level Agreement (SLA) requirements
  • Efficiently manage time to better serve clients and Service Desk team
  • Promote growth by mentoring and coaching lower level(s) of support

Requirements to Perform Role:

  • 2-3 years of experience managing and troubleshooting Microsoft Windows Server operating systems and included services such as Active Directory, Group Policy, DHCP, DNS, Remote Access, Exchange etc
  • 2-3 years of experience troubleshooting and/or managing Microsoft 365 services including Exchange Online, SharePoint Online, Azure AD, etc
  • 1-2 years of experience troubleshooting and/or managing physical server infrastructure
  • 1-2 years of experience troubleshooting virtualization platforms including VMware, Microsoft Hyper-V
  • Moderate understanding of networking services and protocols including by not limited to TCP/IP, DNS, DHCP, vLANs and VPNs.
  • 1-3 years of experience managing Sonicwall firewalls
  • 1-2 years of experience troubleshooting macOS devices
  • 2-3 years of experience troubleshooting end user related hardware including but not limited to Windows 10/11 workstations, thin clients, VoIP phones, mobile devices (iOS and Android), etc
  • 2-3 years of experience troubleshooting and/or managing network print environments
  • 2-3 years of experience troubleshooting and/or managing email security and understanding how email flows across the internet
  • Excellent communication skills and ability to provide detailed updates to clients regarding incidents and/or requests
  • College or IT trade school degree is preferred
  • Prior Managed Services experience preferred

Additional Experience Helpful but Not Required:

  • AZ-800 or equivalent Certification
  • 1-2 years of experience managing Datto BDR appliances
  • 1-2 years of experience managing Cisco Umbrella (Web Security)
  • 1-2 years of experience managing Proofpoint (Email Security)
  • 1-2 years of managing endpoints and policies within Crowdstrike
  • ConnectWise MSP Suite (Manage, Automate, ScreenConnect) experience
  • 1-2 years of troubleshooting or managing Line of Business applications (QuickBooks, Sage, Dynamics etc) software

Stratix is an equal-opportunity employers. For more information, please visit our website at www.stratixsystems.com.

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