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.
Responsibilities and Duties
  • 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
Minimal Education/Certification Requirements
  • 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

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