Tier 3 Live Desk Specialist - Remote & On-Site Support

Ergos Technology Partners SAL Offshore; Houston (TX); Hybride; USD 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Health, dental, and vision insurance

Life insurance

401(k)

Paid time off

Résumé du poste

ERGOS Technology Partners in Houston, TX seeks an experienced Tier 3 Live Desk Technician to deliver advanced remote and on-site support for diverse client environments. You will handle escalations, diagnose complex issues, and maintain thorough ticketing while engaging with customers professionally.

You will work across Windows/AD, Exchange, VPNs, firewalls, and network devices, mentoring junior staff and ensuring high client satisfaction through clear communication and rapid issue resolution.

Qualifications

• 5+ years of technical support experience in a service desk or managed services environment.
• Strong working knowledge of Windows 10/11, Windows Server, macOS, and Active Directory
• Hands-on experience with networking protocols (TCP/IP), firewall administration, VPN configuration, and LAN/WAN troubleshooting
• Familiarity with cloud and virtualization platforms - Microsoft Azure, AWS, VMware, and Hyper-V
• Experience with business-class security solutions including endpoint protection, spam filtering, and malware eradication
• Excellent verbal and written communication skills - able to translate complex technical issues into clear language for non-technical clients
• Strong analytical and problem-solving ability; comfortable working through ambiguous or novel issues without a playbook
• Above-average documentation habits - your tickets tell the full story from first contact to closure
• Professional appearance and presence; able to represent ERGOS confidently at a client site, orientation, or QBR
• Bachelor’s degree in computer science, information systems, or a related field preferred - equivalent experience considered
• Previous managed services experience is a strong plus
• Certifications such as CompTIA Network+, Security+, or Microsoft (MD-102, AZ-900) are a plus

Responsabilités

• Provide Tier 3 support to clients via phone, remote session, and on-site dispatch - resolving complex hardware, software, and peripheral issues while taking escalations from tiers 1 and 2
• Diagnose root causes across OS platforms and application environments; apply advanced problem-solving to resolve issues efficiently on first contact where possible
• Dispatch to Houston-area client sites when hands-on presence is needed for infrastructure, hardware, or high-touch relationship situations
• Administer and troubleshoot Microsoft 365 environments including Exchange Online, Teams, SharePoint, and licensing; support on-premise Exchange 2013/2016 where applicable
• Manage and troubleshoot a wide range of network devices - SonicWall, Fortinet, Palo Alto, Unifi/Ubiquiti firewalls; Cisco, Meraki, Dell, and HP switches
• Configure and troubleshoot site-to-site VPN tunnels, AnyConnect, L2TP, and DMVPN; perform intermediate-to-advanced troubleshooting including packet captures
• Configure Cisco network devices (ASA firewalls, C2960/C3750 switches, 2800/2900 series routers); configure NAT, ACL, and routing protocols including EIGRP, OSPF, MPLS, STP, and VTP
• Troubleshoot and configure VLAN management, NTP, DHCP, DNS, SMTP, and SNMP services
• Support business-class backup and BDR solutions; respond to and remediate security incidents including malware, phishing, spam filtering, and endpoint threats
• Troubleshoot and configure VoIP environments including Allworx phone server issues
• Maintain complete, accurate ticket documentation from initial intake through resolution and client follow-up
• Assist with training and knowledge transfer for junior help desk technicians as needed
• Ensure client satisfaction through timely resolution, clear communication, and professional representation of ERGOS in every interaction

Connaissances

Technical support

Windows 10/11

Windows Server

Active Directory

Networking TCP/IP

VPN configuration

Cloud/Virtualization

Security/endpoint protection

Documentation

Customer service

Communication

Formation

Bachelor’s degree in CS/IS

Equivalent experience considered

Outils

Microsoft 365

Exchange Online

Teams

SharePoint

On-prem Exchange 2013/2016

SonicWall/Fortinet/Palo Alto

Cisco/Meraki switches

Allworx VoIP

VPNs: AnyConnect/L2TP/DMVPN

VMware/Hyper-V/Azure/AWS

Description du poste

ERGOS Technology Partners in Houston, TX seeks an experienced Tier 3 Live Desk Technician to deliver advanced remote and on-site support for diverse client environments. You will handle escalations, diagnose complex issues, and maintain thorough ticketing while engaging with customers professionally.

You will work across Windows/AD, Exchange, VPNs, firewalls, and network devices, mentoring junior staff and ensuring high client satisfaction through clear communication and rapid issue resolution.