SUMMARY
This position is responsible for providing IT support to end users and their IT environments, including desktops, servers, network equipment, and applications. The Tier III IT Support Technician should have a broad range and a high level of technical experience. They will handle the most complex break/fix incidents and end-user issues, along with system-wide configurations that require significant knowledge of servers, virtualization, and networking.
This role is expected to successfully resolve most support requests raised to them while managing their efforts around the organization’s SLA requirements. In addition to handling incidents, a Tier III IT Support Technician also performs maintenance, updates, and system upgrades across multiple customer environments. This role serves as a resource for the Tier II team, providing education and assistance as needed.
The key to success for a Tier III IT Support Technician is to maintain an expert level of proficiency in essential technical skills and to apply them with a passion for exceptional customer service in all interactions.
JOB RESPONSIBILITIES
- Provide IT support to customers, responding professionally and with a whatever-it-takes attitude in all interactions.
- Monitor queues for escalated tickets and respond within service level agreements.
- Perform network administration proactively and in response to alerts or customer requests.
- Properly document all activities with customers and on systems for billing and reference.
- Provide regular feedback, identify opportunities, and deliver educational sessions to Tier II team members.
- Interact professionally and effectively with peers and management.
- Work with TAMs and vCIOs to identify business development and sales opportunities.
- Represent the organization in a professional manner.
- Contribution to “Customer Success”
- Provide customers with timely confirmation of issue receipt, ensuring they are aware that their concern is being addressed.
- Give customers confidence that they are in capable hands and that their issue will be resolved without excuses.
- Understand that well-crafted notes and exceptional detail on tickets are essential for ensuring the customer’s issue is handled correctly throughout its lifecycle.
- Ensure that the customer’s issue is completely resolved to their satisfaction.
- Ask about and address any other needs the customer may have.
- Desired Outcomes
- Manage the most difficult customer situations with a high level of professionalism and confidence.
- Confirm directly with the customer the receipt of all escalated cases.
- Update cases with detailed notes whenever work is performed and take the opportunity to call or send updates to the customer regarding the status.
- Track case details accurately to generate dependable and helpful reporting.
QUALIFICATIONS
- Proven expert-level proficiency with all Microsoft operating systems, including the latest server OS versions.
- Proven expert-level proficiency with IP networking, including firewalls, switches, and wireless technologies.
- Proven expert-level proficiency with VMware.
- Proven expert-level proficiency with remote monitoring and management.
- Proven proficiency with MS Office 365, Google Apps, Gmail, and antivirus programs.
- Proven proficiency with backup solutions.
- Experience providing a high level of customer service in a technical support environment.
- Excellent verbal and written communication skills.
- Demonstrated ability to multitask and deliver IT support independently as well as within a team.
- Detail-oriented.
- Experience with technical writing and documentation.
- Whatever-it-takes attitude.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.