Systems Engineer – Level III

Jobtailor; Missouri; On-site; USD 55,000 - 85,000; Full time

Job summary

Jobtailor is seeking a Tier 3 Help Desk specialist in Missouri to escalate and resolve complex client IT issues. You will respond by phone, email and chat, document interactions, and run diagnostics to resolve reported problems.

Install, modify and repair hardware and software, escalate to higher tiers, and ensure clients install and fully utilize features in our tech stack. You will work on client projects and deploy the stack across accounts.

Qualifications

• Proficiency with iOS and Windows computers.
• Excellent oral communication skills.
• Detail oriented for ticket notes.
• Ability to diagnose and resolve basic computer issues.
• Knowledge of Microsoft 365, Google G Suite, and domain services.
• Networking with switches, firewalls, VPN, and wireless access.
• Meraki Cloud Networking experience.
• Advanced Windows Server experience.
• Active Directory, DNS, DHCP knowledge.
• IDP/IAM with Azure/AWS; JumpCloud IDP ability.
• Support New MFP business.

Responsibilities

• Escalation for Tier 3 Help Desk tickets in a timely manner
• Respond to customer issues via phone, email and computer chat
• Provide customer assistance
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved
• Work on Customer projects
• Deploy and fully utilize our tech stack for each client
• Ensure each client has installed and fully utilizing features in tech stack

Skills

iOS/Windows

Communication

Ticket notes

Diagnostics

Office 365 / G Suite

Networking

Meraki

Windows Server

Active Directory / DNS / DHCP

IDP/IAM / Azure / AWS

New MFP support

Tools

Meraki Cloud Networking

JumpCloud IDP

Job description

Responsibilities

• Escalation for Tier 3 Help Desk tickets in a timely manner
• Respond to customer issues via phone, email and computer chat
• Provide customer assistance
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved
• Work on Customer projects
• Deploy and fully utilize our tech stack for each client
• Ensure each client has installed and fully utilizing features in tech stack

Requirements

• Proficiency with iOS and Windows computers
• Excellent oral communication skills
• Detail oriented in order to keep detailed notes on tickets
• Ability to diagnose and resolve basic computer technical issues
• Knowledge of Microsoft Office 365, Google G‑Suite, and other domain services
• Email Client Configurations
• Networking (Advance understanding of switches, firewalls, VPN clients, wireless networking)
• Meraki Cloud Networking Experience
• Advance experience with Windows Server
• Active Directory, DNS, DHCP
• Advance experience with IDP/IAM, Azure, AWS, must be able to learn jumpcloud IDP
• Support New MFP business