Tier 3 Technical Support Engineer - Systems Integrator

Hamilton Barnes Associates Limited; Town of Texas (WI); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

401(k) and matching

Dental insurance

Health insurance

Paid time off

Professional development assistance

Tuition reimbursement

Vision insurance

Job summary

A growing broadband provider in the United States is seeking a skilled IT Support Specialist to join their team. In this role, you will be responsible for providing advanced technical support to customers, troubleshooting complex software and network issues, and managing IT infrastructure components. The ideal candidate will have experience in IT support, a strong knowledge of various operating systems, and excellent troubleshooting skills. This position offers a competitive salary between $75,000 and $95,000 per year, along with comprehensive benefits including health insurance and professional development assistance.

Qualifications

• Proven experience in Tier 3 IT support and help desk roles.
• Strong knowledge of Windows, macOS, and Linux operating systems.
• Expertise in software troubleshooting and network administration.

Responsibilities

• Provide technical support for escalated customer issues.
• Troubleshoot and resolve software and network configuration problems.
• Manage and support computer hardware and infrastructure components.

Skills

IT support experience

Operating systems knowledge

Network administration

Communication skills

Analytical skills

Tools

Active Directory

Microsoft Windows Server

SCCM

BMC Remedy

ServiceNow

Jira

Job description

Looking to be part of transforming how communities connect and communicate?

Join a rapidly growing broadband provider focused on delivering reliable, high‑performance fiber and fixed wireless internet solutions to residential and business customers. The organisation combines cutting‑edge technology with customer‑centric service to expand connectivity across underserved and high‑growth markets, offering team members the chance to work on large‑scale network deployments, engage with local communities, and contribute to meaningful infrastructure growth.

Ready to advance your career while helping bridge the digital divide and enhance connectivity for customers? Apply now!

Responsibilities

• Provide advanced technical support for escalated customer issues across various platforms, including Windows, macOS, Linux, and mobile devices.
• Troubleshoot and resolve complex software problems related to operating systems, applications, and network configurations such as VPNs, firewalls, TCP/IP, DNS, and LAN/WAN environments.
• Manage and support computer hardware components and peripherals, ensuring optimal performance and security.
• Assist with the configuration and management of IT infrastructure components including Active Directory, Microsoft Windows Server, SCCM, BMC Remedy, ServiceNow, Jira, and network administration tools.
• Diagnose and resolve network connectivity issues involving TCP, TCP/IP protocols, DNS resolution, and network security devices like firewalls.
• Support desktop environments through tools like SCCM and assist with deployment and updates of operating systems and software.
• Collaborate with cross-functional teams to analyze system logs, identify root causes of issues, and implement effective solutions.
• Maintain detailed documentation of support activities using ticketing systems such as ServiceNow or BMC Remedy.
• Provide guidance on best practices for computer management, security protocols, and infrastructure improvements.
• Communicate technical information clearly to non-technical users while maintaining a high level of customer service.

Skills/Must have

• Proven experience in IT support, help desk, or desktop support roles with a focus on Tier 3 technical assistance.
• Strong knowledge of operating systems including Windows, macOS, Linux, and mobile platforms.
• Expertise in software troubleshooting, network administration, including LAN, VPN, Firewall, DNS, TCP/IP, and related protocols.
• Familiarity with enterprise tools such as Active Directory, Microsoft Windows Server, SCCM, BMC Remedy, ServiceNow, and Jira.
• Excellent analysis skills for diagnosing complex hardware/software/network issues.
• Strong communication skills for effectively interacting with customers and team members.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Relevant certifications such as CompTIA Network+, Microsoft Certified Solutions Expert (MCSE), or Cisco CCNA are preferred but not required.

Benefits

• 401(k) and 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Salary

• $75,000.00 - $95,000.00 per year