Remote Support Technician Tier 3
Job title: Remote Support Technician Tier 3 in Woburn, MA at TeamLogic IT
Company: TeamLogic IT
Job description:
- This position physically reports to our primary office in Woburn. WFH flexibility (2-3 days per week) is available after a probationary period.
- Experience working with network configuration, monitoring, and troubleshooting is required. Candidate must be able to demonstrate a comprehensive understanding of networking protocols.
- An understanding of both software and hardware-based firewalls is required, preferably with vendors such as SonicWALL, Sophos, Ubiquiti, Fortinet, Cisco, and Cisco Meraki.
- Experience working with Windows 2008-2022 Server. Preferred experience would be in modern server versions like 2019 and 2022, but cursory knowledge of older platforms is a must.
- Experience with configuring and troubleshooting hypervisors such as Hyper-V and VMWare ESXi.
- Experience working with remote management and monitoring systems such as NinjaRMM, Kaseya, Connectwise, Datto AEM, etc.
- Experience working with Microsoft 365, GSuite, and other online collaboration platforms. Microsoft 365 experience preferred.
- Experience working with and deploying workstations/laptops running Windows 10/11 and various editions of macOS.
- Candidates should be team players with excellent communication skills and possess the ability to manage assignments independently. They ideal candidate will have a nurturing personality and the desire to help in the mentoring of their fellow technicians and engineers.
- Experience with Microsoft Intune and other MDM platforms such as JumpCloud, JAMF, or Addigy.
- 5 Years of prior IT experience. Prior experience with a Managed Service Provider is a plus.
- Identify, diagnose, and resolve network problems, including network connectivity, traffic utilization, etc., using available network tools in a timely fashion.
- Work with required vendors to troubleshoot issues to a point of resolution when they cannot be solved independently through the escalation process.
- Communicate thoroughly with customers via phone or email until issues are solved using their preferred method of correspondence.
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made and actions taken through to the final resolution.
- Ability to conduct research into a wide range of computing issues as required.
- Extensive application support experience.
- Provide prompt and accurate solutions to customers.
- Prioritize and manage several open issues simultaneously.
- Ensure all issues are properly logged.
- Follow up with clients to ensure their systems are fully functional after troubleshooting.
- CompTIA Network+
- CompTIA Security+
- MCSA
- MCDST
- Microsoft AZ500