Technical Support III

Technical Support III at CAMPBELL COMPANIES

The IT Support Specialist III is entrusted with implementing, administering, and supporting distributed systems, encompassing a wide array of end-user equipment, core infrastructure (servers, networking, firewalls), Microsoft and virtualized environments, all while upholding stringent security best practices. The position involves providing level 2 & 3 technical support and ensuring the seamless operation of the organization's technology. The ideal candidate combines a robust technical background with outstanding customer service skills and a passion for continuous learning and improvement within the Technical Services function.

• Ticket Management
  • Assess, plan, and resolve Tier 2 & 3 issues efficiently and effectively to minimize disruption to business operations and end-user activities.
  • Be available for critical escalations involving site outages and perform disaster recovery as needed.
  • Follow up with IT Support Specialist I & 2 escalations and provide insight regarding resolutions.
  • Deliver exceptional customer service and manage priorities to ensure critical tickets are addressed and resolved within established SLAs.
  • Refine and improve service delivery by enhancing the ticketing system, automating issue distribution and management, and implementing self-help capabilities and a knowledge base.
• Call Transfer Support
  • Handle transferred calls to assist with escalated incidents or VIP customer support needs, ensuring a seamless escalation process.
  • Accept incoming calls regarding open tickets awaiting client response.
  • Manage handoffs from service management efficiently.
• Collaboration, Communication, and Customer Service
  • Collaborate with teammates and customers to provide clear, effective communication during issue resolution.
  • Relay critical updates promptly and professionally between technicians and customers.
  • Serve as a role model for IT Support Specialist I & 2 technicians and interface with all levels of the organization with tact and professionalism.
  • Utilize strong verbal communication and telephone skills to support team collaboration and customer interactions.
  • Demonstrate excellent customer service, professionalism, and problem-solving.
  • Remain calm under pressure and maintain poise in challenging technical situations.
  • Provide advanced troubleshooting for escalated issues within corporate offices and other branch locations.
• Documentation and Standards
  • Ensure accurate and up-to-date documentation of system changes and issue resolution activities.
  • Use change control processes to keep others informed of ongoing changes in client environments.
  • Adhere to Standard Operating Procedures (SOPs) and create SOPs for future use as needed.
  • Document troubleshooting steps with screenshots to continually update the ticket system knowledge base.
• Development and On-Call Rotation
  • Participate in continual education and skills development through internal and external training.
  • Chart your own path for career advancement with leadership support.
  • Participate in the on-call rotation, providing after-hours support to end-users.
  • Perform all other duties as assigned.

• Associate or bachelor’s degree in computer science, information technology, or related discipline.
• 3-5 years of experience in a Tier III Help Desk or IT support environment.
• 3-5 years of experience using a ticketing system for issue resolution.

• Proficiency with Windows Server (2012/2016/2019/2022/2025).
• Familiarity with virtualization (Hyper-V and VMware).
• Experience with Microsoft 365 administration and troubleshooting, including Power Shell.
• Proficiency with user account troubleshooting in local AD and Entra .
• Understanding of mail flow and diagnosing mail flow issues (Exchange knowledge is a plus).
• Strong understanding of Azure IAAS offerings (including AVD) and related services (storage accounts, Key Vault, file shares, Azure Backup); familiarity with Azure Cloud Shell is a plus.
• Experience in core infrastructure management and implementation (servers, networking, firewalls) with knowledge of related protocols and standards (Firewalls: Sophos, Fortinet, Palo Alto; Networking: Velo, Aruba, Cisco).
• CLI-based troubleshooting for switching tasks; comfortable with Windows and macOS workstation troubleshooting.
• Solid understanding of DNS in enterprise networks and wireless network troubleshooting (Aruba).
• Proficiency with backup solutions (Veeam; Datto experience desired).
• Experience executing disaster recovery to restore operations during major outages.
• Experience creating and reviewing Power Shell scripts.

• At least one advanced-level certification is desirable (AZ-104, AZ-500, AZ-700, AZ-800/801, CCNP, FCSS, CompTIA Server+, CompTIA CySA+).

• Mid-Senior level

• Full-time

• Information Technology

• Machinery Manufacturing

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any…