Helpdesk Tier 3

Job Overview

Job Title:

Helpdesk Tier 3

Location:

Boca Raton, FL 33487
Salary: $80,000.00 - $90,000.00 per year

Employment Type:

Full-time

Schedule:

Monday to Friday, with flexibility for after-hours and weekend support

Work Location:

6111 Broken Sound Pkwy NW Ste 170, Boca Raton, FL 33487
Company: iPower Technologies is a growing IT Managed Services provider offering computer and network support to its nationwide base of clients.

• Serving as an escalation point for support issues that are escalated from our Tier I and Tier II engineers.
• Support end-users in a help desk and on-site environment, resolving hardware/software issues.
• Configure and support client systems, including hardware, networks, and applications.
• Responsibilities and duties may evolve and be reassigned based on company priorities and business requirements.
• Manage multiple priorities and react with proper urgency to situations and events that require quick responses.
• Support and document the initiation, execution, and closing activities for a program/project(s) and support activities.
• Ensure performance metrics are met or exceeded.
• Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns.
• Simulate and recreate user issues to resolve operational difficulties.
• Recommend system modifications, if required, to reduce user problems.
• Escalate more complex issues, as appropriate, to senior level technicians.
• Promote and encourage a "one team" attitude at all levels internally and externally.

• Windows 2008/2012/2016/2019 Server, Active Directory User Account Management, Basic Group AD Security Policy Management
• Group Policy creation.
• Azure AD & Office 365 Account Administration
• Office 365 Technologies including One Drive, Sharepoint, & Teams
• Microsoft Exchange
• All Desktop Operating Systems:
  Windows 7, 8, 10, 11, Common Desktop Applications (e.g., MS Office, Adobe, Printers, Scanners etc.)
• Network Appliances:
  Firewalls, Routers, Managed Switches
• LAN/WAN, DNS, DHCP, Group Policy, Domain Controllers, Wireless Network Configuration & Troubleshooting
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• VMware and/or Hyper-V experience
• MUST have (MSP) experience.
• IT Support relating to technical issues involving Microsoft's core business applications, as well as virtual environments including Azure, AWS, Hyper-V, and VMware.
• Backups, restores, and disaster recovery of systems/databases/network equipment. Acronis and Veeam experience a plus.

• Excellent written and verbal communications skills.
• Excellent troubleshooting skills, able to follow instructions.
• Strong documentation skills and creating standard operating procedures.
• Punctual and time management skills
• Availability for After-Hours and weekend Support
• Professional dress and demeanor required.
• Extremely Service oriented.
• Customers' satisfaction is paramount in our organization, and we take pride in the consistent high-quality service we deliver.
• We expect a candidate to hold his/her performance to this higher standard, and always strive towards excellence.
• In the ever-changing IT industry, a problem-solving mind-set with a willingness and ability to assimilate new technologies is also required.

• Dental insurance
• Health insurance
• Vision Insurance
• Life Insurance
• PTO
• 401(k)

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.