Level 3 Technical Support Job Description
Job Title Level 3 Technical Support Reports To Service Desk Manager FLSA Status Non-exempt Job Overview Provide IT support for clients remotely or at a client site. Find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills. May be required to travel to client sites, work weekends or after hours and work mandatory overtime or on-call when necessary. Desired Attributes and Experience- Customer service mentality
- Strong organizational and time management skills
- Excellent verbal and written communication skills
- Strong interpersonal skills
- Reliable
- Solid understanding of computers, networks and software
- Experience using MS Office applications: Word, Excel, Outlook
- High attention to detail
- Previous experience with ConnectWise or other ticketing system
- Ability and willingness to travel to client sites as needed
- Ability and willingness to work overtime when needed
- Ability and willingness to work in a high-pressure environment
- Ability and willingness to work in a collaborative team environment
- Ability and willingness to quickly learn new technology and software
- Ability to lift 50 lbs.
- Install and configure hardware and software
- Respond to tickets in accordance with SLA guidelines
- Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
- Respond in timely manner to requests and issues
- Apply diagnostic utilities and best practice methodology to aid in troubleshooting
- Update technical support documentation
- React to service outages promptly with adherence to standard operating procedures
- Test fixes to ensure problem has been adequately resolved
- Act as final point of escalation
- Repair and replace equipment as needed
- Provide onsite and remote support to end users
- Assist in AV setups as needed for meetings
- Assist new hire training for basic IT needs.
- Set up new workstations for users (deploying equipment, checking over account setups).
- Heavy use of Windows and Mac OS devices
- Ability to work in Active Directory
- Understanding of Cisco Meraki
- Test new technology
- Create documentation for staff for training purposes
- Resolve Tier 1 and 2 support tickets
- Bachelor’s Degree in Computer Science preferred, or Associate Degree and 4+ years’ experience providing IT support at an MSP or similar IT organization, or 10+ years’ experience in systems administration or network engineering.
- Professional level certifications in one or more technical areas required