Job Information
Proven IT Help Desk Tier 3 Engineer in Tinley Park, Illinois
Help Desk Tier 3 Engineer
Tinley Park, IL (http://maps.google.com/maps?q=18450+Crossing+Dr+Tinley+Park+IL+USA+60487)
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Job Type
Full-time
Description
The Tier III Engineer is responsible for server, network, application and virtual CIO support related to onboarding and ongoing technical maintenance and trouble-shooting support to Proven IT customers. This is an expert level of customer support for Managed IT Services. The Tier III Engineer has an expert understanding of the hardware, software and systems that the customer has on site. Responsibilities will range from support, installation, and troubleshooting of backup software, cloud technology, server infrastructure, domain hosting, visualization software, migrations, wireless access points, firewalls, switches and Microsoft licensing.
Responsibilities
Tier III aids support to the Proven IT Tier II team of Engineers
Responds to the customers with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs or physically onsite to the customer’s organization.
Proficient in use of BCDR solutions such as Datto.Move clients onto a cloud-based system such as AWS or Azure
Install and administer server infrastructure: build networks, set up of DNS, DHCP, domain hosting, and visualization software (Hyper V and VM Ware)
Obtain Microsoft server licensing
Implement office 365 migrations
Configure and support wireless access points, switches, firewalls, and other critical network infrastructure.
Tier III uses and adds to a knowledge center for customer calls in ConnectWise.
Tier III uses advanced level logic and knowledge to solve complex system and network problems
Willing to gain certification on Proven IT products, software and hardware systems.
Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and possibly vendors
Participation in on call rotation to field priority one escalations from third party support team.
Align clients’ environments with Proven’s best practices and technical standards.
Performs additional duties as assigned.
Requirements
Bachelor's degree in Computer Science or combination of related experience and certifications.
7 plus years of experience working in the IT Tier II or Tier III field preferred
Strong knowledge of customer service
Ability to work in a physical office
Ability to travel to client sites
Knowledge of back up technology and cloud technology
Strong understanding of server infrastructure
Hyper V and VM Ware knowledge
Experience implementing migrations
Microsoft licensing experience a plus
Knowledge of Cisco, Meraki networks
Understanding of deployment software a plus: Microsoft WDS, MDT
Advanced level knowledge of networking and operating language
Must possess advanced level analytical, communication and technology skills
Documentation of client work for invoicing and communication to team in IT Glue
Must maintain confidentiality of information, and be very dependable due to the critical nature of customer needsMust be a self-motivated individual with a willingness to work well with others on a regular basis
Travel up to 75%
Ability to climb stairs and ladder
Must be able to work in confined spaces such as but not limited to server closets, under desks, etc.
Must be able to lift up to 50 lbs.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.
While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stop, kneel, or crouch. The employee must be able to lift up to 50 pounds regularly. The employee uses computer and telephone equipment. The employee must be able to sit for long periods of time.