As a Tier III Engineer you will provide remote support for various Tier III technical issues for clients in Houston, TX as well as throughout Sparkhound's customer catalog. As an Engineer, you will utilize both your customer service and problem-solving skills to provide exceptional customer experience supporting multiple clients in a variety of industry verticals. Engineers at our Managed Service provider division come from all walks of life and support clients at various technical levels. What you will do
- Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation.
- Provide issue escalation as necessary
- Handle incidents and requests with a courteous and professional attitude.
- Communicate promptly on the progress of incidents and requests.
- Perform the system changes adhering to organizational policies.
- Log all incidents and requests into one or more ticket entry systems.
- Maintain technical documentation in association with Support Team members.
- Perform IT infrastructure analysis and remediation.
- Support daily technical support activities for desktop, data, network and server management.
- Occasionally Conduct remote desktop troubleshooting for end-users.
- Participate in regular On-Call rotation.
- Perform other related duties as required and assigned.
- Implement new infrastructure for projects, new services, or potential upgrades and report progress for these opportunities in a timely manner
- Perform as Project Lead or manager role occasionally
- Follows best practices as defined by vendor, manufacturer, or Sparkhound defined processes
Requirements
- Bachelor's degree Field of Study: IT or related technical field or higher
- 5+ years professional IT job experience
- Experience with an MSP
- Experience in network / IT systems and troubleshooting steps
- 3+ years professional experience in any relevant team setting. Ability to understand Managed Services reporting.
- 2+ years professional experience managing Virtual Data Center environments.
- 2+ years professional experience managing network resources for firewalls, routing and switching.
- Fiercely support client success and exemplify a do-whatever-it-takes attitude.
- Knows fundamental concepts of customer service and can also identify root causes of client problems.
- Proficient in information technology regarding both hardware and software
- Proficient with Microsoft desktop operating systems Windows 10 and 11
- Experience with Microsoft server operating systems, specifically Server 2016, 2019, and 2022
- Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functions.
- Understanding file security management, shared drives, network drives, and their security permissions.
- Experience with Microsoft 365, Exchange Online, OneDrive, Azure AD.
- Experience assisting users over the phone to resolve technical issues.
- Remote PC technical support.
- Telephony proficiency a plus - desktop phone upgrades, modifications, activations, repairs and troubleshooting.
Bonus Points For:
- ITIL Certification
- Microsoft Certifications
- Cisco, Fortinet, Meraki or other Network Systems Certifications
- CompTIA A+ Certification
- HDI - Desktop Support Technician Certification
- Managed Service Provider support experience
- Team leadership or mentoring experience
- Hands on experience with ConnectWise Manage and n-Able by nCentral
- Hands on Experience with Microsoft Intune and VDI