Job Description Overview
Responsibilities for Level 3Engineer
- Esclation for Tier 3 Help Desk tickets in a timely manner
- Respond to customer issues via phone, email and computer chat
- Provide customer assistance
- Document customer interactions
- Run diagnostics to resolve customer reported issues
- Escalate issues to the next Tier with next level of difficulty
- Install, make changes and repair computer hardware and software
- Follow-up with customers to ensure issues are resolved
- Work on Customer projects
- Deploy and fully utilize our tech stack for each clinet
- Ensure each client has installed and fully utilizing features in tech stack
Qualifications for Level 3 Engineer
- Proficiency with iOS and Windows computers
- Excellent oral communication skills
- Detail oriented in order to keep detailed notes on tickets
- Ability to diagnose and resolve basic computer technical issues
- Knowledge of Microsoft Office 365, Google G-Suite, and other domain services
- Email Client Configurations
- Networking (Advance understanding of switches, firewalls, VPN clients, wireless networking)
- Meraki Cloud Networking Experience
- Advance experience with Windows Server Active Directory, DNS, DHCP
- Advance experience with IDP/IAM, Azure, Aws, must be able to learn jumpcloud IDP
- Support New MFP business
