Overview
Great Day Improvements - IT Support Technician Tier III
The IT Support Technician Tier III provides expert level user support and customer service on all company-supported devices, networks and applications.
Responsibilities
Respond to and address various technical support requests urgently by providing remote and onsite support, including issues escalated from Tier I or II when appropriate.
Research and resolve the high level issues not able to be resolved by Tier I or II.
- Ability to recognize recurring issues and trends and be proactive with preventative measures.
- Log activities in our incident tracking system (familiarity with Kaseya Vorex Ticketing system as a
- Ensure that all client trouble tickets or other service requests are acknowledged and addressed with a high level of urgency and per their SLA.
- Ability to perform all administrative duties for server virtualization, Active Directory, MS Exchange / Office 365.
- Configure and maintain VoIP telephone systems.
- Network troubleshooting wired / wireless / VPN.
- Configuration and maintaining server backup utilities.
- Perform administrative duties using MDM (Mobile Device Management) software for mobile devices (familiarity with Meraki MDM as a Configuring application package installs for deployment via MDM.
- Familiarity with G-Suite (Google apps, email for
- Document resolutions for future reference in company knowledgebase.
- Set up and respond to network monitoring alerts, diagnose and repair alerts. Set up additional alerts to monitor customers’ environments as necessary.
- Maintain virtual server environment as needed. Create new servers as well as reconfigure existing virtual machines as needed.
- Mentor and advise Tier I and II Support Technicians on resolutions.
- Be on a rotating on-call schedule for after-hours emergencies.
- Other duties as assigned.
Qualifications
Minimum of 3 years’ experience with installation, configuration, and troubleshooting of personal computer hardware, software, and peripherals in a networked environment;
mobile device management; VOIP phone systems.
- Ability to resolve the most complex technical issues through research if necessary.
- Excellent communication skills.
- Customer service experience.
- Knowledge and understanding of server technologies and virtualization. Knowledge and understanding of Active Directory and Microsoft Exchange in both on prem and Azure environments.
- Microsoft certifications or coursework towards certification are a plus.
- Ability to work independently and without direct supervision.
- Expert level knowledge of Microsoft Windows and Office products.
- Understanding and experience with mobile device management for Apple iPad.
- Experience with configuring and troubleshooting VoIP telephone systems.
- Must be able to support users in both an office and factory environment, both on site and remotely.
GDI is an Equal Employment Opportunity Employer
INDGDI
IT Support Technician Tier II and III
The IT Support Technician Tier III provides expert level user support and customer service on all company-supported devices, networks and applications. Respond to and address various technical support requests urgently by providing remote and onsite support, including issues escalated from Tier I or...
IT Support Technician
Your responsibilities will include troubleshooting hardware and software issues, assisting with network setup and maintenance, and ensuring the smooth operation of our systems. Collaborate with the IT team to implement and maintain network infrastructure, including routers, switches, and wireless ac...
SOLON, OH - Desktop Support Technician II
The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Technician will provide day to day onsite desktop support, receive inbound calls, answer questi...
IT Support Technician
Your responsibilities will include troubleshooting hardware and software issues, assisting with network setup and maintenance, and ensuring the smooth operation of our systems. Collaborate with the IT team to implement and maintain network infrastructure, including routers, switches, and wireless ac...
Support Technician
Maintains a favorable working relationship with all other company Team Members to foster and promote a cooperative and harmonious working climate that will be conducive to maximum Team Member morale, productivity and efficiency/effectiveness. Provides timely and accurate service while managing wait ...
IT Support Technician - 1st Shift
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution and evaluate documented resolutions and analyze trends for ways to prevent future problems including creation and mainte...
Surgical Services Support Technician II
At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation and build a rewarding career with one of the most respected healthcare organizations in the world. Here, you'll find that we offer: resources to learn and grow, a fulfilling car...
IT Helpdesk Technician I - Ohio
Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department. This will be an opportunity to be part of the initial team to...
IT Help Desk Support - Level II
The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support related tickets, and to ensure the satisfaction of the end user, among other technical duties. Excellent verbal and written communication skills and is comf...
Technology Support III
As a Technology Support III team member in the Corporate Technology Employee Platforms team, you will ensure the operational stability, availability, and performance of our production application flows. Analyze complex situations and trends to anticipate and solve incident, problem, and change manag...