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Proven IT Tier 3 Help Desk in Tinley Park, Illinois

Tier 3 Help Desk

Tinley Park, IL



Job Description

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 Snapshot

Employment TypeFull-Time

Job TypeTier III Specialist, MNS Department

Education2 Year Degree

ExperienceAt least 4 year(s)

Manages OthersNo

Required TravelUp to 80%


Job 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

  • 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