Job Title: Helpdesk Tier 3
iPower Technologies is a growing IT Managed Services provider offering computer and network support to its nationwide base of clients. We have an immediate open position for a Tier 3 Support Technician that will provide remote support to its client base. This is an in-house position. This person knows the importance of white glove service and strives to provide support and sympathetic ear when things are going wrong for the client. Exemplary work ethic combined with consistent performance, reliability and attendance are top priorities. They seamlessly transition from desktop support to server and network issues, depending on the moment and demands of the day
The right candidate must have 6+ years of experience in a fast-paced Business IT Support Environment. Tier 3 Support Technicians are responsible for setting up and maintaining client systems. They ensure that systems on the company's network, especially the servers, run smoothly and securely. This includes networks, servers, on-premise environments, and in the cloud. Serve as an escalation point for Tier III support issues that are escalated from our Tier I and Tier II technicians.
Additionally, candidates must also be well organized and can prioritize multiple tasks. Candidate must work well under pressure and tight deadlines. This position requires schedule flexibility to accommodate project deadlines, urgent issues, and after-hour maintenance calls from time to time. Candidate must be detail-oriented and understand the importance of properly documenting work and logging time in a professional services environment.
Responsibilities:
- Serving as an escalation point for support issues that are escalated from our Tier I and Tier II engineers.
- Support end-users in a help desk and on-site environment, resolving hardware/software issues.
- Configure and support client systems, including hardware, networks, and applications.
- Responsibilities and duties may evolve and be reassigned based on company priorities and business requirements.
- Manage multiple priorities and react with proper urgency to situations and events that require quick responses.
- Support and document the initiation, execution, and closing activities for a program/project(s) and support activities.
- Ensure performance metrics are met or exceeded.
- Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns.
- Simulates and recreates user issues to resolve operational difficulties.
- Recommends system modifications, if required, to reduce user problems.
- Escalates more complex issues, as appropriate, to senior level technicians.
- Promote and encourage a “one team” attitude at all levels internally and externally.
Qualifications:
- Windows 2008/ 2012/2016/2019 Server, Active Directory User Account Management, Basic Group AD Security Policy Management
- Group Policy creation.
- Azure AD & Office 365 Account Administration
- Office 365 Technologies including OneDrive, Sharepoint, & Teams
- Microsoft Exchange
- All Desktop Operating Systems: Windows 7, 8, 10, 11, Common Desktop Applications (e.g., MS Office, Adobe, Printers, Scanners etc.)
- Network Appliances: Firewalls, Routers, Managed Switches
- LAN/WAN, DNS, DHCP, Group Policy, Domain Controllers, Wireless Network Configuration & Troubleshooting
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- VMware and/or Hyper-V experience
- MUST have (MSP) experience.
- IT Support relating to technical issues involving Microsoft's core business applications, as well as virtual environments including Azure, AWS, Hyper-V, and VMware.
- Backups, restores, and disaster recovery of systems/databases/network equipment. Acronis and Veeam experience a plus.
Skills:
- Excellent written and verbal communications skills.
- Excellent troubleshooting skills, able to follow instructions.
- Strong documentation skills and creating standard operating procedures.
- Punctual and time management skills
- Availability for After-Hours and weekend Support
- Professional dress and demeanor required.
- Extremely Service oriented.
- Customers' satisfaction is paramount in our organization, and we take pride in the consistent high-quality service we deliver. We expect a candidate to hold his/her performance to this higher standard, and always strive towards excellence. In the ever-changing IT industry, a problem-solving mind-set with a willingness and ability to assimilate new technologies is also required.
Job Type: Full-time
Salary: $80,000.00 - $90,000.00 per year
Benefits: Dental insurance, Health insurance, Vision Insurance, Life Insurance, PTO, and 401(k)
Experience level: 6 years
Schedule: Monday to Friday
Work Location: In-person: West Caldwell, NJ (775 Passaic Ave, West Caldwell, NJ 07006)
EEO Statement:
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.