Level III Engineer​/Technician

Level III Engineer/Technician

Your role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the Engineer/Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support-related tickets, and ensure the satisfaction of the end-user, among other technical duties. You are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels, and customers daily.

The Engineer/Technician will possess the ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills. As a Level III Engineer/Technician, you will work jointly with the sales team to provide pre-sales and post-sales support, including tasks such as discovery meetings, site surveys, proposals, and presentations on technical assessments, implementations, and ongoing technical account management.

The selected candidate will be results-oriented, self-motivated, energetic, professional, reliable, and a team player.

Responsibilities:

• Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
• Provisioning and system setup for new hires.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Installing and configuring hardware and software components throughout various network infrastructure devices.
• Install antivirus software and ensure virus definitions are up to date.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Network firewall and switch administration and maintenance.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Establishing good relationships with all departments and colleagues.
• Ensuring company safety and security standards are met.
• Some network and server solution design and architecture.

Requirements:

• College diploma or university degree in the field of Computer Science and/or 5 years equivalent work experience.
• Experience with desktop and server operating systems including Windows 7, Windows 10, Server 2008, Server 2012, Server 2016, and Mac OS. Network+ Certifications, CCNA/CCEA/CCIA (optional).

Compensation: $70,000.00 - $80,000.00 per year