Help Desk Tier 3
HELP DESK (TIER 3 SUPPORT)
If you want to apply,
8+ Year Experience
Key Areas of Responsibility
Handling ticket escalations from Tier 1 and Tier 2 technicians, through to resolution.
Completing root cause tickets to find permanent and effective solutions, while recommending infrastructure improvements.
Communicating ticket status and updates directly to clients.
Proactively training Tier 1 and Tier 2 on solutions to escalated tickets to mentor the teams and reduce escalations over time.
Documenting SOPs and issue resolutions in our documentation system.
Assisting with overall help desk tickets when time allows.
A willingness to work flexible hours when required to meet client deadlines, with most work being within regular office hours.
Tracking time and submitting time sheets for work completed.
Visit client sites when required, to discover issue solution or complete issue resolution.
SKILLS & KNOWLEDGE REQUIREMENTS
Minimum 8 years’ experience working in a wide range of technical environments.
Proven ability to answer client inquiries in a timely manner.
Enthusiasm and understanding towards the importance of documentation.
Ability to translate technical discussions to non-technical customers to fulfill understanding.
Ability to mentor colleagues in technical matters, instead of personally completing the task.
Ability to work within Unix\Linux environments is advantageous.
Ability to prioritize tasks and take ownership for tickets from start to finish.
Ability to work unsupervised while meeting SLA deadlines.
Ability & willingness to operate in a fast-paced, dynamic environment, with a calm demeanor.
Excellent English speaking and writing skills, French language skills advantageous.
Valid Canadian driving license required, own vehicle is advantageous.
Extensive Microsoft environment knowledge including servers, licensing, AD, DHCP, & Office365.
Extensive infrastructure knowledge, including networking, router/firewalls, servers, & workstations.
Experience with Cisco IOS, Cisco Meraki, or Cisco Meraki certified.
Experience with VDI, virtualization technologies, and cloud hosting.
Experience with Solarwinds RMM tools.
Experience in Citrix environments is advantageous.
Understanding of DNS, especially as related to web and mail services.
If this sounds like you,