End User Support Technician Tier 3

JOB SUMMARY: Provides technical support to clients by troubleshooting applications, systems access, hardware, software, and network related issues. Identifies and resolves complex issues or escalates issues to the End User Support Technician Tier 4 or the Technical Account Manager. Documents and monitors service requests to ensure that the issue resolution meets or exceeds the service level standard for owned tickets as well as tickets owned by Tier 1 and 2 technicians. Provides training and coaching and acts as an escalation point for Tier 1 and 2 Support Technicians. Provides onsite technical support for clients., * Provides troubleshooting and resolution for workstation, server, and communications software and hardware issues, including more advanced topics and situations

• Provides onsite support for clients
• Collaborates with other End User Support Technicians, Technical Account Managers and Client Technology Manager when escalating and resolving complex issues
• Creates clear, concise documentation in instructional knowledge-based articles
• Opens, updates, tracks, and closes tickets in the ticket management system
• Provides active troubleshooting and resolution guidance to Tier 1 and 2 technicians
• Coaches and trains Tier 1 and 2 technicians on technical topics and issue resolution management, * Provides supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects
• Participates in Client Business Reviews when requested
• Leads small internal projects as directed by the Client Technology Manager or Technical Account Manager

Do you have a valid Driver’s License license?, Do you have experience in Video conferencing systems operation?, Do you have a High school diploma or GED?, * Good verbal, written, and telephone communication skills

• Solid problem-solving skills
• Good organizational and time management skills
• Strong customer service skills
• In-Person Conference Room and Remote Virtual Meeting Support
• Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)
• Configure/deploy mobile devices using Meraki or similar MDM solutions
• Required experience with the following:
• ConnectWise or similar ticket or case management system
• Microsoft Office applications
• Kaseya or similar remote access software
• Push/install critical updates to workstations and servers (patching)
• Windows workstation installation and configuration
• Hardware and networking topology
• Vendor support/management
• Google Workspace
• Zoom video conferencing
• Optional experience with the following:
• AMX or Crestron AV Conference Room Equipment
• Active Directory GPO & Security Group management
• Configure Server hardware, * High school diploma or GED required, prefer associate degree or higher
• 2 years of relevant experience in a technical help desk environment
• Valid driver’s license, insurance and reliable personal vehicle
• Required certifications:
• A+
• Microsoft Office Specialist
• ACMT (Apple) or Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10)
• Optional certifications:
• MCSA Server 2016
• Network+, Security+
• CCNA
• Google IT Support Professional
• Apple Certified Support Professional