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.
Our growth isn’t measured in numbers, it’s an investment in aligning with the best talent.
If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast-paced and dynamic. When you work for a local office, you’re part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
We’re Committed to a People First Culture
Our philosophy is to support small- and medium-sized businesses across the country so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving.
