Tier 3 Helpdesk
Job Description
Essential Job Duties
Work within the enterprise ticketing system
Manage personal workflow to ensure efficient operations
Conscientious documentation of all activities
Troubleshoot advanced software, hardware, and network issues.
Setup new user and email accounts that did not succeed
Troubleshoot advanced printer and Software issues on Client PCs
Troubleshoot advanced networking issues
Troubleshoot Server down issues
Troubleshoot Hardware/server alerts from Infrastructure
Document Resolution steps for closed tickets and notes for escalations
Document new issues for Tier 2 in IT glue
Monitor Backup systems and work with a backup team to restore customer data as needed
Escalate to Tier four as needed, continue to track and follow up on the issue until resolved
Work issues to resolution
Mentor Tier 1 & 2
Aid in training Tier 1 & 2
Provide technical support over the phone or Web to end-users
Use remote support software to take control of end-users computers to troubleshoot, diagnose and resolve issues
Work with TAM/Sales as needed to resolve issues
Provide root cause analysis as needed
Work in United States
Employment Options
Base Salary
54,000 - 72,800 USD
Hourly Rate
26 - 35 USD
Skills
- Network+
- A+
- Msp
- Windows Enviroment
