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Help Desk Tier 3 Engineer

2 months ago

Metro Manila, Philippines Affirm Data Full time

Job Description

 

The Tier III Engineer is responsible for server, network and application support related to onboarding and ongoing technical maintenance and trouble-shooting support to our customers. This is an expert level of customer support for Managed IT Services. The Tier III Engineer has an expert understanding of the hardware, software and systems that the customer has on site. Responsibilities will range from support, remote installation, and troubleshooting of backup software, cloud technology, server infrastructure, domain hosting, visualization software, migrations, wireless access points, firewalls, switches and Microsoft licensing.

 

SPECIFIC RESPONSIBILITIES: 

Tier III aids support to our Help Desk, Project, Onboarding and Proactive engineersGood base knowledge of back up technology such as Firewalls, Switches, Workstations & ServersAzure & Intune experience is a plusProvide server infrastructure: build networks, set up of DNS, DHCP, domain hosting, and visualization software (Hyper V and VM Ware)Help build effective and efficient technology solutions for Proven IT’s clientsWork to become subject matter experts on our technology stackLead or aid in Office 365 migrationsFull ability to manage Office 365 Admin Center (including account setups, mail flow issues and message traces)Tier III uses and adds to a knowledge center for customer calls in AutoTask & IT GlueTier III uses advanced level logic and knowledge to solve complex system and network problemsWilling to gain certification on our IT products; software and hardware systemsAlign clients’ environments with proven best practices and technical standards.Performs additional duties as assignedOther duties may be assigned to meet business needs

 

REQUIRED SKILLS:

Bachelor's degree in Computer Science or combination of related experience and certifications5 plus years of experience working in the Tier II+ fieldStrong knowledge of customer serviceKnowledge of back up technology and cloud technologyStrong understanding of server infrastructureHyper V and VM Ware knowledgeExperience implementing migrationsMust possess advanced level analytical, communication and technology skillsDocumentation of client work for invoicing and communication to team in IT GlueMust maintain confidentiality of information, and be very dependable due to the timeline ofMust be a self-motivated individual with a willingness to work well with others on a regular basis

 

Schedule:

Monday to Friday 10am-6pm US Eastern Time zone