T3 Service Desk Engineer

Job Summary

WEBIT Services is building a Candidate Pipeline for the Tier 3 Service Desk Engineer Position. Please apply to be considered when the position opens.

Key Responsibilities

• Advanced Technical Support: Resolve complex technical issues escalated from Tier 1 and Tier 2 support, ensuring timely and effective resolution, including but not limited to:
• Virtualization: VMware & Hyper-V
• Backup systems and Storage
• Network and Security (Firewall Systems, Router and Switches etc.)
• Active Directory and O365 Administration
• System Administration: Perform advanced system administration tasks, including server management, network configuration, and security implementations on Windows Servers 2008-2022 (AD, AZURE AD, DNS, DHCP, Online Exchange/ 0365)
• Project Participation: Collaborate with project teams to design, implement, and manage IT projects for clients.
• Mentorship and Training: Provide guidance and training to Tier 1 and Tier 2 support staff, fostering a culture of continuous learning and improvement.
• Client Interaction: Communicate effectively with clients to understand their technical needs, provide updates, and ensure satisfaction with services rendered.
• Documentation: Maintain detailed and accurate documentation of technical solutions, procedures, and client interactions.
• Proactive Maintenance: Conduct regular system audits, performance tuning, and preventive maintenance to ensure optimal system performance and reliability.
• Incident Management: Lead the response to major incidents, including identification, resolution, and post-incident review to prevent recurrence.
• Security: Implement and manage security measures to protect client data and systems from threats and vulnerabilities.

Qualifications

• Experience in a technical support role, with at least 2 years in a Tier 3 or senior support capacity.
• Certifications: Relevant industry certifications such as MCSE, CCNA, ITIL, or similar are highly desirable.
• Technical Skills: Proficient in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper-V), cloud services (AWS, Azure), and security best practices.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to handle complex technical issues independently.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Customer Service: Strong commitment to providing exceptional customer service and maintaining client relationships.
• Team Player: Ability to work collaboratively within a team environment and share knowledge effectively.

Requirements

• Experience in a technical support role, with at least 2 years in a Tier 3 or senior support capacity.
• Certifications: Relevant industry certifications such as MCSE, CCNA, ITIL, or similar are highly desirable.
• Technical Skills: Proficient in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper-V), cloud services (AWS, Azure), and security best practices.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to handle complex technical issues independently.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Customer Service: Strong commitment to providing exceptional customer service and maintaining client relationships.
• Team Player: Ability to work collaboratively within a team environment and share knowledge effectively.

Benefits

• Company-paid Day-1 Health Insurance for employee
• Company-paid AD&D Insurance
• Company-paid LTD & STD Insurance
• Unlimited PTO
• Employee Assistance Program
• Dental Insurance
• Vision Insurance
• 401k
• Life Insurance

Additional Information

• Position Type: Full time, salaried
• Salary Range: $85,000 - $110,000/yr
• Unlimited PTO Eligibility: After 90 days
• Employee Ownership Eligible after 1 year of service