As a Tier III Technical Support Engineer , you will be part of a team of IT professionals who provide in house technical PC hardware and software support for over 1000 associates. You will respond to user calls/tickets and personally visit associates to troubleshoot the nature of the problem and take the necessary course of action to resolve it. This will provide you with the opportunity work with a variety of equipment, cloud services and issues including Windows servers, desktops, laptops, network connectivity, software issues. In addition, you will also be assigned special projects in which you will get to research new technology and solve more complex problems.
Responsibilities:
- Support the day-to-day field service and repairs operation to maintain compliance to the Customer(s) contract Experiences
- Installation, configuration, troubleshooting and customization of MS Office Suite applications
- Responsible for designing and documenting all procedures used in the maintenance, repair, and upgrading of all equipment and software
- Manage client’s firewalls, networking equipment, and logical routing.
- Assist in continuous improvement initiatives
- Configure file, print and remote access services
- Administration, including add/remove users and groups, group policy, configure file permissions, check event logs, configure and restore from backup
- Administration of an enterprise email application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases
- Takes ownership of tasks and follows through to ensure complete resolution
- Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
- Ability to pay close attention to detail while performing technically detailed tasks
- Ability to deal effectively with stressful situations
- Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
- Ability to provide accurate time estimates for how long a task will take
- Ability to proficiently plan, schedule and install new systems, offices relocations, appropriate infrastructure changes for various programs
- Consistently leads and works on complex assignments requiring independent action and a high degree of initiative to resolve issues
- Acts independently to determine methods and procedures on new assignments
- Able to identify and solve new or unique problems using analysis of facts and/or previous solutions
- Scope out equipment and software for customer projects such as servers, VM and operating system licensing, server racks and cabling
- Understands that the success of individuals is measured by the success of their teams