Tier 3 Engineer

Description The Tier III Engineer is responsible for server, network, application, and virtual CIO support related to onboarding and ongoing technical maintenance and trouble-shooting support to Proven IT customers. This is an expert level of customer support for Managed IT Services. The Tier III Engineer has an expert understanding of the hardware, software and systems that the customer has on site. Responsibilities will range from support, installation, and troubleshooting of backup software, cloud technology, server infrastructure, domain hosting, visualization software, migrations, wireless access points, firewalls, switches, and Microsoft licensing. Responsibilities Provides Tier III support to the Proven IT Tier II Engineers, serving as an escalation point for advanced technical issues. Responds to customer needs by conducting thorough analysis through qualifying questions over the phone, utilizing remote applications for diagnostics, or providing on-site support as necessary. Demonstrates proficiency in the use of BCDR solutions such as Datto for backup and disaster recovery. Migrates clients to cloud-based systems, including platforms such as AWS and Azure. Installs and administers server infrastructure, including network builds, DNS setup, DHCP configuration, domain hosting, and virtualization software (e.g., Hyper-V and VMware). Obtains and manages Microsoft server licensing to ensure compliance and functionality. Implements Office 365 migrations to streamline client operations. Configures and supports wireless access points, switches, firewalls, and other critical network infrastructure components. Contributes to and maintains the knowledge center in ConnectWise to document solutions and share expertise. Applies advanced logic and technical expertise to resolve complex system and network issues. Actively pursues certifications for Proven IT products, software, and hardware systems to maintain and enhance technical knowledge. Fosters positive relationships and communicates effectively with colleagues, clients, and vendors to promote collaboration and client satisfaction. Participates in an on-call rotation to address priority-one escalations from third-party support teams promptly. Aligns client environments with Proven IT’s best practices and technical standards to ensure optimal performance and reliability. Performs additional responsibilities as assigned to support team and organizational objectives. Requirements Bachelor's degree in Computer Science or combination of related experience and certifications. 7 plus years of experience working in the IT Tier II or Tier III field preferred Strong knowledge of customer service Ability to work in a physical office Ability to travel to client sites Knowledge of back up technology and cloud technology Strong understanding of server infrastructure Hyper V and VM Ware knowledge Experience implementing migrations Microsoft licensing experience a plus Knowledge of Cisco, Meraki networks Understanding of deployment software a plus: Microsoft WDS, MDT Advanced level knowledge of networking and operating language Must possess advanced level analytical, communication and technology skills Documentation of client work for invoicing and communication to team in IT Glue Must maintain confidentiality of information, and be very dependable due to the critical nature of customer needs Must be a self-motivated individual with a willingness to work well with others on a regular basis Travel up to 75% Ability to climb stairs and ladder Must be able to work in confined spaces such as but not limited to server closets, under desks, etc. Must be able to lift up to 50 lbs. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions. While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stop, kneel, or crouch. The employee must be able to lift up to 50 pounds regularly. The employee uses computer and telephone equipment. The employee must be able to sit for long periods of time. #J-18808-Ljbffr