IT Support Technician Tier II and III

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. They will also be able to support Virtual Servers hosted in Hyper-V and have experience in backup technologies, such as Veeam.

 

Responsibilities:
· Configure and maintain Virtual Servers, preferably in a Hyper-V environment. Familiarity with high availability clusters would be preferred.

· Monitor file share and cluster shared volumes.

· Perform system audits of backup infrastructure to ensure recovery is possible.

· Configuration and maintaining server backup utilities (Veeam experience is a plus.)

· Set up and respond to network monitoring alerts, diagnose and repair alerts. Set up additional alerts to monitor customers’ environments as necessary.

· Powershell scripting and RMM tool experience is a plus.

· Linux and database server experience, along with any on premise to cloud environment migrations would be a bonus.

· 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 plus.)

· 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, Office 365.

· Configure and maintain VoIP telephone systems.

· Network troubleshooting – wired/wireless/VPN.

· Perform administrative duties using MDM (Mobile Device Management) software for mobile devices (familiarity with Meraki MDM as a plus.) Configuring application package installs for deployment via MDM.

· Document resolutions for future reference in company knowledgebase.

· 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

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