Job Information
Under the direction of the Technology Support Manager, the Tier-3 Technology Support Technician is the final escalation point within the Client and Technology Support department. Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier-3 Support Technician. The Tier-3 Technician is capable of trouble-shooting and resolving the most difficult and complicated issues. This position works closely with the Technology Engineering department. The Tier-3 Support Technician is the escalation point for all technology support issues in the ScaleMatrix Data Center network. Tier-3 Support Technicians are required to provide clear and concise communication with all forms of client and internal interactions.
Responsibilities
- Primary escalation point technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff
- Responsible for advanced trouble-shooting of supported services
- Provide training to Tier-1 and Tier-2 Support Technicians
- Provide ‘on-site’ support, as needed or required
- Responsible for escalating issues that are unable to be resolved by Tier-3 to the appropriate Technology Engineer.
- Act as a backup for Tier-2 Support Technicians
- Documenting interactions in ScalePanel Client Portal
- Documenting support-related processes and procedures (SOP)
- Maintaining Service Level Agreements (SLA) on tickets in the ScalePanel
- Accurately documenting and classifying client requests and incidents
- Establishing and maintaining our Matrix TotalCare relationship with clients, vendors and internal departments
- Providing courteous and professional communication with clients and internal departments
- Insuring Matrix TotalCare support standards are followed from beginning-to-end of each client and internal department interaction
- Perform daily shift-driven tasks assigned by the Manager of Technology Support
- Provide coverage, as needed, for the SOC Tier-1 & Tier-2 Teams
Qualifications
- Strong working knowledge of Windows Operating System
- Strong working knowledge of Windows Server
- Strong working knowledge of popular Windows-based applications
- Strong logic and trouble-shooting skills
- Excellent written and verbal skills
- Ability to work unsupervised
- Ability to handle multiple priorities
- Ability to also work as a member of a team
- Strong client support services skills (customer service)
- Attention to detail
- Ability to follow directions
- Strong organizational skills
- Ability to think outside the box
- Represent ScaleMatrix in a professional manner, especially when performing on-site support
- Able to lift up-to 50 pounds
- Up to 25 percent travel required
- US Citizenship, or proper eligibility to work in the US
Education / Competencies
- High-school diploma or equivalency (GED)
- A+ Certification is a plus
- Any other industry recognized certifications are a plus as well
- Previous data center or management experience are a plus