Help Desk Tier 3 Engineer

at Proven IT in Tinley Park, Illinois, United States

Job Description

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, 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, install, and troubleshooting of backup software, cloud technology, server infrastructure, domain hosting, visualization software, migrations, wireless access points, 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.

+ Support back up technology such as Datto, Veeam, Symantic, Barracude, Carbonite, or Unitrends

+ Move clients onto a cloud based system such as AWS or Azure

+ Provide 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

+ Set up wireless access points

+ 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

+ 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

+ MCSE and CCNA certifications

+ 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 timeline of

+ Must be a self-motivated individual with a willingness to work well with others on a regular basis

+ Travel up to 10%

+ 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.