Tier-3 Technology Support Technician - San Diego, CA

Tier-3 Technology Support Technician - San Diego, CA Under the direction of the Technology Support Manager, the Tier-3 Technology Support Technician is the final escalation point within the Client and Technology Support department. Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier-3 Support Technician. The Tier-3 Technician is capable of trouble-shooting and resolving the most difficult and complicated issues. This position works closely with the Technology Engineering department. The Tier-3 Support Technician is the escalation point for all technology support issues in the ScaleMatrix Data Center network. Tier-3 Support Technicians are required to provide clear and concise communication with all forms of client and internal interactions. Responsibilities Primary escalation point technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff Responsible for advanced trouble-shooting of supported services Provide training to Tier-1 and Tier-2 Support Technicians Provide ‘on-site’ support, as needed or required Responsible for escalating issues that are unable to be resolved by Tier-3 to the appropriate Technology Engineer. Act as a backup for Tier-2 Support Technicians Documenting interactions in ScalePanel Client Portal Documenting support-related processes and procedures (SOP) Maintaining Service Level Agreements (SLA) on tickets in the ScalePanel Accurately documenting and classifying client requests and incidents Establishing and maintaining our Matrix TotalCare relationship with clients, vendors and internal departments Providing courteous and professional communication with clients and internal departments Insuring Matrix TotalCare support standards are followed from beginning-to-end of each client and internal department interaction Perform daily shift-driven tasks assigned by the Manager of Technology Support Provide coverage, as needed, for the SOC Tier-1 & Tier-2 Teams Qualifications Strong working knowledge of Windows Operating System Strong working knowledge of Windows Server Strong working knowledge of popular Windows-based applications Strong logic and trouble-shooting skills Excellent written and verbal skills Ability to work unsupervised Ability to handle multiple priorities Ability to also work as a member of a team Ability to follow directions Strong organizational skills Ability to think outside the box Represent ScaleMatrix in a professional manner, especially when performing on-site support Able to lift up-to 50 pounds Up to 25 percent travel required US Citizenship, or proper eligibility to work in the US High-school diploma or equivalency (GED) A+ Certification is a plus Any other industry recognized certifications are a plus as well Previous data center or management experience are a plus Tier-3 Technology Support Technician - San Diego, CA To apply for this position, send your resume to View email address on click.appcast.io and include Tier-3 Technology Support Technician - San Diego, CA resume as your subject line. #J-18808-Ljbffr