Proven IT Tier 3 Help Desk in Tinley Park, Illinois
Tier 3 Help Desk
Tinley Park, IL
The Tier III Specialist 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 Specialist 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.
SPECIFIC RESPONSIBILITIES:Other duties may be assigned to meet business needs
Tier III aids support to the Proven IT Tier II team of Specialists
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
Job TypeTier III Specialist, MNS Department
Education2 Year Degree
ExperienceAt least 4 year(s)
Required TravelUp to 80%
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
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