Help Desk Analyst Tier III

Description Robert Half is seeking a Help Desk Tier I/II Engineer for a contract role with our local client. The Help Desk Engineer is responsible for server, application and virtual CIO support related to onboarding and ongoing technical maintenance and trouble-shooting support to Proven IT customers. This role will be primarily remote with going on-site to customers as needed. There is potential for a full time opportunity!

This is an expert level of customer support for Managed IT Services. The Help Desk Tier 3 Engineer has an expert understanding of the hardware, software and systems that the customer has on site. Responsibilities will range from support, install, and troubleshooting of backup software, cloud technology, server infrastructure, domain hosting, visualization software, migrations, wireless access points, and Microsoft licensing.

RESPONSIBILITIES:

Tier III aids support to the Proven IT Tier II team of Specialists

Responds to the customers with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs or physically onsite to the customer’s organization.

Support back up technology such as Datto, Veeam, Symantic, Barracude, Carbonite, or Unitrends

Move clients onto a cloud based system such as AWS or Azure

Provide server infrastructure: build networks, set up of DNS, DHCP, domain hosting, and visualization software (Hyper V and VM Ware)

Obtain Microsoft server licensing

Implement office 365 migrations

Set up wireless access points

Tier III uses and adds to a knowledge center for customer calls

Bachelor’s degree in Computer Science or combination of related experience and certifications.

7 plus years of experience working in the IT Tier II or Tier III field preferred

Strong knowledge of customer service

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

Microsoft licensing experience a plus

Experience with Fortinet firewalls (SMB) Requirements MS Windows Server 2008, MS Windows Server 2012, Fortinet Firewalls

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