Help Desk Support/Technical Support - Remote

Helpdesk Technician Level 3Position Type: Regular Full-Time Salaried EmployeeLocation: As a Tier 3 Helpdesk Technician, you serve as the final point of technical escalation, resolving the most complex incidents and advanced tickets escalated from Tier 1 and Tier 2 support. You bring deep, hands-on expertise in networking and routing, firewalls, VoIP systems, security, Microsoft cloud technologies, and enterprise systems administration, and you're comfortable diagnosing issues that others haven't been able to crack. Working closely with Tier 1 and Tier 2 staff, system administrators, and other IT teams, you drive timely resolution of critical issues while coaching and mentoring less experienced technicians. This role calls for strong root-cause analysis skills and clear, thorough documentation of every fix.Responsibilities:Advanced Troubleshooting: Resolve the most complex technical issues and advanced tickets escalated from Tier 1 and Tier 2 support, spanning networking, firewalls, VoIP, security, BDR, cloud, and server/virtualization environments. Incident Management: Take ownership of all escalations and advanced tickets from Tier 1 and Tier 2, managing them through to resolution within defined service level agreements (SLAs). Collaborate with other IT teams and vendors as necessary to expedite incident resolution.Serve as a subject matter expert (SME) for advanced networking (VLANs, trunking, inter-VLAN routing, static routes, VPNs, DNS, DHCP), firewalls (SonicWall, Fortinet, Meraki, Cisco ASA, Ubiquiti), VoIP systems (Cisco Call Manager, RingCentral, Mitel, and Cisco phone/Finesse contact center environments), security tools (Huntress ITDR/EDR, Microsoft Defender), BDR (Datto, VEEAM), Microsoft 365 cloud services (Entra, Exchange, Intune, SharePoint, Azure), and Windows Server/hypervisor environments. Stay up-to-date with the latest industry trends, best practices, and emerging technologies related to the supported environment.Document every ticket with a clear explanation of the root cause and the fix, and contribute to the creation and maintenance of the knowledge base with known issues, resolutions, and troubleshooting procedures. Ensure accurate and up-to-date documentation to facilitate efficient issue resolution by Tier 1 and Tier 2 support and self-service support for end-users.Root Cause Analysis: Conduct thorough investigations to determine the root cause of complex or recurring issues. Collaborate with other teams to implement preventive measures and recommend process improvements to minimize future incidents.Escalation and Collaboration: Collaborate with Tier 1 and Tier 2 support staff, system administrators, network engineers, and other IT teams to resolve escalated issues. Provide guidance, advice, and technical assistance to Tier 1 and Tier 2 support personnel to enhance their skills and knowledge.Change Management: Participate in change management processes by reviewing proposed changes, performing impact assessments, and ensuring smooth implementation of changes related to the supported environment.Training and Mentoring: Coach and mentor Tier 1 and Tier 2 support staff, sharing knowledge, best practices, and technical expertise to enhance the overall capabilities of the team.Identify areas for process improvement, automation, or streamlining support procedures to enhance efficiency, reduce incident resolution time, and improve user satisfaction.Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).Proven experience in a helpdesk or technical support role, with a focus on Tier 3 or senior-level technical support handling escalations and advanced tickets.In-depth knowledge of operating systems, network protocols, software applications, and hardware components.Strong knowledge with our ticketing systems, remote support tools, and system monitoring tools.Customer service orientation and a commitment to delivering high-quality support.CCNA, CompTIA Security+, Microsoft Certified: Tier 3 support personnel must have excellent verbal and written communication skills. Using simple language, avoiding jargon, and adapting communication style to the recipient's level of understanding are important aspects of effective communication.Active listening is crucial for understanding the details and nuances of complex issues reported by users or escalated from Tier 1 and Tier 2 support. Tier 3 support staff should listen attentively, ask relevant questions to gather comprehensive information, and demonstrate empathy to build rapport. Tier 3 support requires strong logical reasoning and problem-solving skills. Helpdesk professionals in this role need to analyze complex issues, evaluate multiple variables, and use deductive reasoning to identify potential causes and solutions. Tier 3 support personnel should have a deep understanding of the supported technologies, systems, and applications. Tier 3 support professionals often collaborate with Tier 1 and Tier 2 support staff, system administrators, network engineers, and other IT teams. Sharing knowledge, coaching, and offering guidance to Tier 1 and Tier 2 staff contribute to overall team success.Tier 3 support involves analyzing data, logs, and system information to diagnose and troubleshoot complex issues. Helpdesk professionals in this role should be adept at analyzing data, recognizing patterns, and drawing insights to make informed decisions. Strong analytical thinking enables them to identify trends, potential risks, and opportunities for process improvements.Tier 3 support often encounters unique and varied challenges. Helpdesk professionals should be adaptable and flexible in responding to changing situations, new technologies, and evolving user needs. Customer service orientation : Tier 3 support is customer-facing, and a strong customer service orientation is important. Helpdesk staff should maintain a positive and helpful demeanor, ensuring prompt and effective support. They should strive to exceed user expectations and provide a satisfactory user experience.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is constantly required to sit and use hands to type and operate computer and mouse. The employee is required to have a valid driver's license and be capable of driving long distances. Employee may be required to use their personal vehicle for business purposes.Networking & Routing: Advanced knowledge of VLANs, trunking, inter-VLAN routing, static routes, VPNs, DNS, and DHCP.Cloud Computing: Advanced knowledge of Microsoft 365, including Entra, Exchange, Intune, SharePoint, and Azure.