About this role

Act as primary escalation point for complex technical issues including network and server configurations
Identify, diagnose, and resolve network problems using available tools
Communicate with customers until issues are resolved
Record, track, and document the problem-solving process
Conduct research into a wide range of computing issues
Provide application support and solutions to customers
Follow up with clients to ensure systems function after troubleshooting

5 Years of prior IT experience
Experience with network configuration, monitoring, and troubleshooting
Comprehensive understanding of networking protocols
Understanding of software and hardware-based firewalls from vendors like SonicWALL, Fortinet, Cisco, etc.
Experience with Windows 2008-2022 Server
Experience with hypervisors like Hyper-V and VMWare ESXi
Experience with remote management systems like NinjaRMM, Kaseya, etc.
Proficiency in Microsoft 365, GSuite, and online collaboration platforms
Experience in deploying Windows 10/11 and macOS systems
Team player with excellent communication skills
Ability to manage assignments independently

Support Technician, Tier 3

Key skills