Tier 3 Technician
TeamLogic IT, Vancouver, WA
- Vancouver, WA
- $65,000-75,000 per year
- Permanent
- Full-time
- 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.
- 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.
- 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