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IT Support Technician Tier III

3 months ago

Macedonia, United States Great Day Improvements: A Family of Brands Full time

Overview:

Great Day Improvements - IT Support Technician Tier III

The IT Support Technician Tier III provides expert level user support and customer service on all company-supported devices, networks and applications.

Responsibilities:

Respond to and address various technical support requests urgently by providing remote and onsite support, including issues escalated from Tier I or II when appropriate. Research and resolve the high level issues not able to be resolved by Tier I or II.

Ability to recognize recurring issues and trends and be proactive with preventative measures.

Log activities in our incident tracking system (familiarity with Kaseya Vorex Ticketing system as a plus.)

Ensure that all client trouble tickets or other service requests are acknowledged and addressed with a high level of urgency and per their SLA.

Ability to perform all administrative duties for server virtualization, Active Directory, MS Exchange/Office 365.

Configure and maintain VoIP telephone systems.

Network troubleshooting wired/wireless/VPN.

Configuration and maintaining server backup utilities.

Perform administrative duties using MDM (Mobile Device Management) software for mobile devices (familiarity with Meraki MDM as a plus.) Configuring application package installs for deployment via MDM.

Familiarity with G-Suite (Google apps, email for business.)

Document resolutions for future reference in company knowledgebase.

Set up and respond to network monitoring alerts, diagnose and repair alerts. Set up additional alerts to monitor customers environments as necessary.

Maintain virtual server environment as needed. Create new servers as well as reconfigure existing virtual machines as needed.

Mentor and advise Tier I and II Support Technicians on resolutions.

Be on a rotating on-call schedule for after-hours emergencies.

Other duties as assigned.

Qualifications:

Minimum of 3 years experience with installation, configuration, and troubleshooting of personal computer hardware, software, and peripherals in a networked environment; mobile device management; VOIP phone systems.

Ability to resolve the most complex technical issues through research if necessary.

Excellent communication skills.

Customer service experience.

Knowledge and understanding of server technologies and virtualization. Knowledge and understanding of Active Directory and Microsoft Exchange in both on prem and Azure environments.

Microsoft certifications or coursework towards certification are a plus.

Ability to work independently and without direct supervision.

Expert level knowledge of Microsoft Windows and Office products.

Understanding and experience with mobile device management for Apple iPad.

Experience with configuring and troubleshooting VoIP telephone systems.

Must be able to support users in both an office and factory environment, both on site and remotely.

GDI is an Equal Employment Opportunity Employer

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