Tier 3 Engineer

About This Role

Provide expert-level customer support for Managed IT Services, focusing on server, network, application, and virtual CIO support through technical troubleshooting and maintenance. This role involves support, installation, and troubleshooting of various IT systems including backup software, cloud technology, server infrastructure, and network components.

Responsibilities

• Provide Tier III support to the Proven IT Tier II Engineers, serving as an escalation point for complex technical issues
• Analyze and investigate customer needs through remote diagnostics and qualifying questions over the phone
• Demonstrate proficiency in the use of BCDR solutions such as Datto for backup and disaster recovery
• Migrate clients to cloud-based systems, including platforms such as AWS and Azure
• Install and administer server infrastructure, including network builds, DNS setup, DHCP configuration, domain hosting, and virtualization software (e.g., Hyper-V and VMware)
• Obtain and manage Microsoft server licensing to ensure compliance and functionality
• Implement Office 365 migrations to streamline client operations
• Configure and support wireless access points, switches, firewalls, and other critical network infrastructure components
• Contribute to and maintain Proven IT knowledge base to document solutions and share expertise
• Apply advanced logic and technical expertise to resolve complex system and network issues
• Actively pursue certifications on Proven IT-supported products, software and hardware systems to maintain and enhance technical knowledge
• Foster positive relationships and communicate effectively with colleagues, clients, and vendors to promote collaboration and client satisfaction
• Participate in an on-call rotation to promptly address priority-one escalations from third-party support teams
• Align client environments with Proven IT’s best practices and technical standards to ensure optimal performance and reliability

Requirements

• 7+ years of experience working in the IT Tier II or Tier III field
• Strong knowledge of customer service
• Ability to work in a physical office
• Ability to travel to client sites
• Knowledge of back up technology and cloud technology
• Strong understanding of server infrastructure
• Hyper V and VM Ware knowledge
• Experience implementing migrations
• Advanced level knowledge of networking and operating language
• Must possess advanced level analytical, communication and technology skills
• Documentation of client work for invoicing and communication to team in IT Glue
• Must maintain confidentiality of information, and be very dependable due to the critical nature of customer needs
• Must be a self-motivated individual with a willingness to work well with others on a regular basis
• Ability to climb stairs and ladder
• Ability to work in confined spaces such as but not limited to server closets, under desks, etc.
• Ability to lift up to 50 lbs.

Qualifications

• Bachelor's degree in Computer Science or combination of related experience and certifications
• 7+ years of experience working in the IT Tier II or Tier III field

Nice to Have

• Microsoft licensing experience
• Knowledge of Cisco Meraki networks
• Understanding of deployment software such as Microsoft WDS, MDT

Skills

* Required skills

Benefits

Certifications