T3 Service Desk Engineer

WEBIT Services, Inc.

Naperville (IL)

On-site

USD 85,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Company-paid Day-1 Health Insurance

Company-paid AD&D Insurance

Company-paid LTD & STD Insurance

Unlimited PTO

Employee Assistance Program

Dental Insurance

Vision Insurance

401k

Life Insurance

Job summary

A technology services company is seeking a Tier 3 Service Desk Engineer to provide advanced technical support and mentor junior staff. Responsibilities include resolving complex technical issues, performing system administration, and collaborating on IT projects. Candidates should have at least 2 years in a senior support role, relevant certifications, and strong communication skills. This role offers competitive compensation and comprehensive benefits, including health insurance and unlimited PTO.

Qualifications

At least 2 years in a Tier 3 or senior support capacity.
Proficient in Windows and Linux server administration.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.

Responsibilities

Resolve complex technical issues escalated from Tier 1 and Tier 2 support.
Perform advanced system administration tasks.
Collaborate with project teams on IT projects.
Mentor Tier 1 and Tier 2 support staff.
Communicate effectively with clients.
Maintain detailed documentation of solutions.
Conduct regular system audits and preventive maintenance.
Lead response to major incidents.
Implement security measures.

Skills

Windows server administration

Linux server administration

Networking (LAN/WAN)

Virtualization (VMware, Hyper-V)

Cloud services (AWS, Azure)

Security best practices

Problem-solving

Communication

Customer service

Team player

Education

Relevant industry certifications (MCSE, CCNA, ITIL)

Job description

Job Summary:

As a Tier 3 Service Desk Engineer, you will serve as the highest level of technical support within our service desk team. You will handle complex technical issues, provide expert guidance, and collaborate with other IT professionals to ensure the delivery of superior IT services. Your role will involve troubleshooting advanced issues, mentoring junior staff, and participating in project work.

Key Responsibilities:

Advanced Technical Support: Resolve complex technical issues escalated from Tier 1 and Tier 2 support, ensuring timely and effective resolution, including but not limited to:

Virtualization: VMware & HyperV
Backup systems and Storage
Network and Security (Firewall Systems, Router and Switches etc.)
Active Directory and O365 Administration

System Administration: Perform advanced system administration tasks, including server management, network configuration, and security implementations on Windows Servers 2008-2022 (AD, AZURE AD, DNS, DHCP, Online Exchange/ 0365)
Project Participation: Collaborate with project teams to design, implement, and manage IT projects for clients.
Mentorship and Training: Provide guidance and training to Tier 1 and Tier 2 support staff, fostering a culture of continuous learning and improvement.
Client Interaction: Communicate effectively with clients to understand their technical needs, provide updates, and ensure satisfaction with services rendered.
Documentation: Maintain detailed and accurate documentation of technical solutions, procedures, and client interactions.
Proactive Maintenance: Conduct regular system audits, performance tuning, and preventive maintenance to ensure optimal system performance and reliability.
Incident Management: Lead the response to major incidents, including identification, resolution, and post-incident review to prevent recurrence.
Security: Implement and manage security measures to protect client data and systems from threats and vulnerabilities.

Qualifications:

· Experience in a technical support role, with at least 2 years in a Tier 3 or senior support capacity.

· Certifications: Relevant industry certifications such as MCSE, CCNA, ITIL, or similar are highly desirable.

· Technical Skills: Proficient in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper-V), cloud services (AWS, Azure), and security best practices.

· Problem-Solving: Strong analytical and problem-solving skills with the ability to handle complex technical issues independently.

· Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.

· Customer Service: Strong commitment to providing exceptional customer service and maintaining client relationships.

· Team Player: Ability to work collaboratively within a team environment and share knowledge effectively.

Experience in a technical support role, with at least 2 years in a Tier 3 or senior support capacity.

Certifications: Relevant industry certifications such as MCSE, CCNA, ITIL, or similar are highly desirable.

Technical Skills: Proficient in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper-V), cloud services (AWS, Azure), and security best practices.
Problem-Solving: Strong analytical and problem-solving skills with the ability to handle complex technical issues independently.
Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
Customer Service: Strong commitment to providing exceptional customer service and maintaining client relationships.
Team Player: Ability to work collaboratively within a team environment and share knowledge effectively.

Benefits: