Tier 3 Technician

TeamLogic IT, Vancouver, WA

  • Vancouver, WA
  • $65,000-75,000 per year
  • Permanent
  • Full-time
  • 2 months ago
Level III TechnicianThis position requires you to live in Vancouver, WA, or the Portland Metro area and must have a minimum of 3-years of experience working for a company that is known in the industry as a Managed Service Provider (providing outsourced IT services).The Senior Network Engineer/Technician is the perfect technical position for someone who enjoys working directly with customers to design and implement technical solutions on a project basis, has a passion for solving complex technical problems and mentoring others to do the same, stays abreast of technology trends and advancements, and thrives in a fast-pasted and dynamic environment. If working for a small local office focused on serving small to mid-sized businesses to perform better, grow faster, and achieve more by leveraging technology sounds appealing to you, we’d love to hear from you!EXPERTISE AND SKILLS REQUIRED
  • Passion for delivering remarkable customer experience and success.
  • Excellent understanding of troubleshooting the client and server operating systems outlined in the Main Job Tasks & Responsibilities section below.
  • Ability to communicate complex IT concepts and solutions to non-technical clients.
  • Strong interpersonal, communication, and collaboration skills.
  • Diagnosis skills for technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Strong decision-making and outstanding project management skills.
  • Be self-motivated, reliable, and punctual.
  • Strategic and detail orientated.
MAIN JOB TASKS & RESPONSIBILITIES
  • Conduct network discoveries and customer onboarding for new managed service customers.
  • Identify, propose, design, and deliver proactive and appropriate infrastructure upgrades/projects for existing managed service customers to enable a more productive, secure, and stable environment in line with best-in-class IT practices.
  • Lead options discussions with customers that take their needs and business into consideration but do not jeopardize the IT goals of a more secure, stable, and productive environment.
  • Provide exceptional customer experience and technical expertise on inbound calls, and escalated tickets generated by our customers.
  • Log time entries and notes for support and maintenance performed using our PSA.
  • Provide customers with timely written and oral updates regarding their projects and/or cases.
  • Update and maintain customer information in our documentation system as changes in their environment occur.
  • Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users.
  • Participate in our on-call rotation with the Level 2 and 3 Help Desk and Engineering staff.
  • Troubleshoot issues relating to:
  • Windows Server 2016/2019/2022 and SBS variants
  • VDI, VM/Ware, and Hypervisor
  • Windows domains and workgroups
  • Windows networking (mapped network drives, shared folders, printers, etc.)
  • Active Directory
  • User profile creation and modification
  • Group Policy Objects
  • Firewall Configuration (VPN, port forwarding, etc.)
  • LAN/WAN connectivity
  • Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
  • Hardware diagnostics (servers/workstations/laptops)
  • Microsoft Office Suite
  • Windows 10/11
  • macOS
  • Android/iPhone/Blackberry/Windows Phone OS’
  • Cloud phone providers such as DSCI, Jive, and SKYPE.
  • Third-party applications with the assistance of the vendors' support staff.
Qualifications and Experience:
  • Minimum five years experience within relevant IT fields.
  • Associate or Bachelors's degree, in computer science, information sciences, or related field preferred.
  • Minimum three years experience in a Managed Service Provider environment.
  • Familiarity with the following brands: APC, Apple, Cisco, Cisco Meraki, Datto, Dell, HP, Intronis, Lenovo, Microsoft, Netgear ProSafe, QNap, SonicWALL, Sophos, Synology, Ubiquiti, iOS, Android.
  • Experience using Autotask, Kaseya, IT Glue, Printer Logic, Addigy, and AWS, is a plus.
  • Certifications Preferred: • CompTIA A+ • CompTIA Net+ • CompTIA Security+ • MCDST • MCSA
  • Clean Driver’s License required
We offer great benefits, and diversity of work assignments, in a team-orientated work environment.We partner with small to mid-size businesses that recognize the value of leveraging technology to succeed. We do this by blessing our customers with excellence and instilling a culture that empowers our team to enjoy success in their own lives.

TeamLogic IT, Vancouver, WA