IT SUPPORT ENGINEER (Level 3) DIRECT HIRE70-78K Our client is a growing Managed Services Provider with multiple locations across GA. The Qualified Professional Technical Group has been engaged in the search to locate an exceptional Level 3 IT Support Engineer to support their growing clientele. Compensation will be based on experience, knowledge, education and attitude. SUMMARY: This is a customer-service oriented position requiring multi-tasking skills as the Engineer will be expected to work on existing service tickets as well as receiving and responding to incoming tickets. The technician will receive customer technical support service requests via phone or e-mail and perform remote and/or onsite technical support for customers’ IT networks, servers, desktops and laptop systems. The technician will be responsible for monitoring the ticketing system and responding to incoming support requests by phone, e-mail and the ticketing system. RESPONSIBILITIES:
This is a senior level position requiring proven leadership and the ability to design and implement proven technology solutions
You must be willing to be a knowledgeable resource to other team members
This is a customer-service oriented position requiring multi-tasking skills as the technician will be expected to work on existing service tickets as well as receiving and responding to incoming tickets
The technician will receive customer technical support service requests via phone or e-mail and perform remote and/or onsite technical support for customers’ IT networks, servers, desktops and laptop systems
The technician will be responsible for monitoring the ticketing system and responding to incoming support requests by phone, e-mail and the ticketing system
Provide remote and onsite IT technical support to client end users with the highest quality in customer service
Create and process technical support requests to resolve client issues in a timely fashion
Utilize research tools as needed in support activities including reviewing client documentation, vendor knowledgebases and publicly available resources
Maintain knowledgebase documentation to ensure accurate articles about client configurations or resolutions to known issues
Thoroughly document all client support communication and actions taken in the processing of support tickets including items such as the specific steps taken to resolve issues, communicating ticket status and setting client expectations
Perform timely follow up activities with clients by e-mail or phone to verify success of support activities when client was unavailable for review at the time of service (for example after hour service)
QUALIFICATIONS:
5+ years of hands-on experience configuring, troubleshooting, and repairing Cloud-based networking, Windows servers and workstations, Firewalls, Microsoft 365, Active Directory and Azure Domain Services.
Senior level experience with Networking
Senior level experience with Cloud Networking
Senior level experience with Windows 10/11 and Windows Server OS
Senior level experience with DNS, VPN, DHCP, WINS
Hands on experience with Cyber Security
Excellent high-level troubleshooting, attention-to-detail, organization, communication and customer service skills
Excellent time management skills and the ability to efficiently multi-task, adapt and stay calm under pressure to any changes or client emergencies
A+ / Security + / Network+ Certification (additional certifications are a plus)
Minimum of 5 years’ experience working in an IT support role – MSP (Managed Service Provider) experience a must
Installation and support of server technology – Microsoft Windows Server, Active Directory, DHCP, DNS, FTP, IIS, VPN, TCP/IP, Remote Desktop/Terminal Services, VDI, SOPHOS, Meraki, Fortinet, Office/Microsoft365, Azure AD, Intune, Google Apps, domain management, Hyper-V, VMware ESX, SQL, network topology, network printers, scanners, hardware and software installation
Installation and support of workstation technology – Microsoft Windows (workstation operating systems), Microsoft 365, QuickBooks, Adobe Acrobat, Firefox, Chrome, Remote Desktop, software installation, printer installation, driver installation
IDEAL CANDIDATE:
Proven Level II and Level III IT support experience
Experience working for an MSP (Managed Service Provider)
Knows how to use tools such as N-able, ninjaOne, ConnectWise and Hudu
Detail oriented
Strong computer hardware, software and networking skills (primarily in Windows environments)
Very customer service oriented and is focused on customer satisfaction; must be willing to provide white-glove service to clients
Love working in a fast-paced environment
Passionate about computers and technology
Ability to communicate to non-technical people in plain English and without “Geek Speak”
Excellent time management and organization skills
Excellent troubleshooting and diagnostic skills
Willing and able to occasionally work evenings and weekends
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About Conyers, GA
Ready to take the next step in your career? Explore our job opportunities in the vibrant city of Conyers, Georgia! Nestled in the heart of Rockdale County, Conyers offers a unique blend of southern charm and modern amenities, making it an ideal location for job seekers looking to thrive. With attractions like the Georgia International Horse Park, Lewis Vaughn Botanical Garden, and Olde Town Conyers Historic District, there's no shortage of things to explore and enjoy. From art galleries to theaters, and delicious southern cuisine to outdoor adventures in the Arabia Mountain National Heritage Area, Conyers has something for everyone. Join us in discovering the endless possibilities for growth and success in this enchanting city!
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