Help Desk Support Level 3
Data-Tech
8 reviews
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Tampa, FL 33624
Data-Tech
8 reviews
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Job details
Salary
$21 - $23 an hour
Job Type
Full-time
Qualifications
• Location: • Tampa, FL 33624 (Required)
• Language: • English (Required)
Full Job Description
The primary objective for the Help Desk Support Level 3 position is to be an internal resource available to support the Service Department with higher level technical issues, as well as coaching and monitoring as needed. This individual will focus on quickly and efficiently resolving customer issues, while providing unparalleled customer service that exceeds expectations.
This individual will be the final escalation point within the Help Desk and Service Department. Technical issues that cannot be resolved by levels 1 and 2 support staff are escalated to the Help Desk Support Level 3 for assistance. This individual must be capable of troubleshooting and resolving the more difficult, complicated and time-consuming issues. You will manage complex IT systems like customer LANs, WANs, Routers, Firewalls, server applications, and technology environments where little or no documentation exists. This position is also responsible for mentoring and training other members of the team.
Essential Duties and Responsibilities :
• This position will be involved in escalated troubleshooting, documentation, information transfer, and cross training.
• Deliver superior customer service in a professional and timely manner.
• Strong Team Member and customer client relationships skills
• Create detailed documentation and have strong organizational skills
• Excellent listening and communication skills, both verbal and written
• Ability to work on multiple priorities and /or projects simultaneously in a fast paced environment
• Ensure rapid response, escalation, and resolution to achieve the restoration of services.
• Ability to resolve root cause problems within complex networking environments
• Maintain and improve client loyalty
• Participate in technical research and development to enable continuing innovation within the client infrastructure
• Autonomously research and develop innovative and professional solutions
• Other Duties and responsibilities as assigned by management.
• Have reliable transportation
• A clean 7 year criminal background check and clean 3 year MVR is a requirement for this position. Must have and maintain a valid Florida Driver’s License
Employees are expected to demonstrate :
• Experience with 2008=2020 Server Operations
• Experience in server hardware builds and remediation
• Experience with Hyper-V virtualization
• Experience using backup and recovery technologies
• Experience with firewalls, switches, and wireless infrastructure
• Experience with Microsoft Exchange and email protocols
• Experience with virus removal and system recovery
• Ability to repair and recover from hardware or software failures
• Advanced experience in Active directory and DNS concepts
• Advanced experience in Microsoft RDS environments
• Advanced understanding of network protocols and troubleshooting techniques
Experience in the following technologies is a plus
• Microsoft –AD/DNS/DHSP/GPO/RDS/IIS
• Kaseya RMM
• Sonic Wall
• 2X
• Barracuda
• Symantec Cloud Virus Protection
• Sophos Endpoint Protection
• PRTG Network Monitor
• Storage Craft
• 3CX
Job Type: Full-time
Pay: $21.00 - $23.00 per hour
Location:
• Tampa, FL 33624 (Required)
Language:
• English (Required)
Company's website:
• www.datatechitp.com
Company's Facebook page:
• www.facebook.com/datatechtampa
Benefit Conditions:
• Waiting period may apply
• Only full-time employees eligible
Work Remotely:
• No