Level III Technician
This position requires you to live in Vancouver, WA, or the Portland Metro area and must have a minimum of 3-years of experience working for a company that is known in the industry as a Managed Service Provider (providing outsourced IT services).
The Senior Network Engineer/Technician is the perfect technical position for someone who enjoys working directly with customers to design and implement technical solutions on a project basis, has a passion for solving complex technical problems and mentoring others to do the same, stays abreast of technology trends and advancements, and thrives in a fast-pasted and dynamic environment. If working for a small local office focused on serving small to mid-sized businesses to perform better, grow faster, and achieve more by leveraging technology sounds appealing to you, we’d love to hear from you!
EXPERTISE AND SKILLS REQUIRED
Passion for delivering remarkable customer experience and success.
Excellent understanding of troubleshooting the client and server operating systems outlined in the Main Job Tasks & Responsibilities section below.
Ability to communicate complex IT concepts and solutions to non-technical clients.
Strong interpersonal, communication, and collaboration skills.
Diagnosis skills for technical issues.
Ability to multi-task and adapt to changes quickly.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Strong decision-making and outstanding project management skills.
Be self-motivated, reliable, and punctual.
Strategic and detail orientated.
MAIN JOB TASKS & RESPONSIBILITIES
Conduct network discoveries and customer onboarding for new managed service customers.
Identify, propose, design, and deliver proactive and appropriate infrastructure upgrades/projects for existing managed service customers to enable a more productive, secure, and stable environment in line with best-in-class IT practices.
Lead options discussions with customers that take their needs and business into consideration but do not jeopardize the IT goals of a more secure, stable, and productive environment.
Provide exceptional customer experience and technical expertise on inbound calls, and escalated tickets generated by our customers.
Log time entries and notes for support and maintenance performed using our PSA.
Provide customers with timely written and oral updates regarding their projects and/or cases.
Update and maintain customer information in our documentation system as changes in their environment occur.
Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users.
Participate in our on-call rotation with the Level 2 and 3 Help Desk and Engineering staff.
Troubleshoot issues relating to:
Windows Server 2016/2019/2022 and SBS variants
VDI, VM/Ware, and Hypervisor
Windows domains and workgroups
Windows networking (mapped network drives, shared folders, printers, etc.)
Active Directory
User profile creation and modification
Group Policy Objects
Firewall Configuration (VPN, port forwarding, etc.)
LAN/WAN connectivity
Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
Hardware diagnostics (servers/workstations/laptops)
Microsoft Office Suite
Windows 10/11
macOS
Android/iPhone/Blackberry/Windows Phone OS’
Cloud phone providers such as DSCI, Jive, and SKYPE.
Third-party applications with the assistance of the vendors' support staff.
Qualifications and Experience:
Minimum five years experience within relevant IT fields.
Associate or Bachelors's degree, in computer science, information sciences, or related field preferred.
Minimum three years experience in a Managed Service Provider environment.
Familiarity with the following brands: APC, Apple, Cisco, Cisco Meraki, Datto, Dell, HP, Intronis, Lenovo, Microsoft, Netgear ProSafe, QNap, SonicWALL, Sophos, Synology, Ubiquiti, iOS, Android.
Experience using Autotask, Kaseya, IT Glue, Printer Logic, Addigy, and AWS, is a plus.
Certifications Preferred: • CompTIA A+ • CompTIA Net+ • CompTIA Security+ • MCDST • MCSA
Clean Driver’s License required
We offer great benefits, and diversity of work assignments, in a team-orientated work environment.
We partner with small to mid-size businesses that recognize the value of leveraging technology to succeed. We do this by blessing our customers with excellence and instilling a culture that empowers our team to enjoy success in their own lives.
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.