Senior IT Support Specialist (Tier 3 Support Engineer)

As a Senior IT Support Specialist (Tier 3 Support Engineer), you'll provide technical support to clients who require assistance with high-level business technology issues related to PCs, servers and cloud infrastructure. We are committed to providing exceptional client service, and we want you to represent our company with a positive attitude and helpful spirit. You'll communicate with clients via phone, email, and ticketing system, and you'll need excellent English communication skills to prioritize, document, and resolve their technical issues efficiently. In addition to handling advanced helpdesk support tickets, you will serve as the primary escalation point for Tier 1 and Tier 2 technicians, providing technical guidance and assisting with the resolution of complex issues/escalated tickets. Requirements: - Excellent attitude, phone etiquette, written and verbal ENGLISH communication, and people skills - Ability to prioritize and manage multiple tasks accurately while tracking time - Enthusiasm for IT and technology, self-motivated, with initiative and a "can do" attitude - Proven technical problem-solving and troubleshooting skills - Willingness to work outside of normal office hours when required - Available to work in Pacific Time between 7AM to 4PM or 8AM to 5PM - Rotating on-call schedule - Attention to detail Technical Skills and Experience: - Minimum 5 years of IT Support experience with advanced knowledge of operating systems (Microsoft Windows 11, 10, 8, macOS, iOS, and Android), Office 2013 / 2016 / 2019 / O365 - Advanced understanding of Windows Server operating systems (Microsoft Server 2012 through 2022) - Working experience in a Remote Desktop / Terminal Server environment - Working experience with Microsoft Exchange Server 2013 through 2016, Office365, and Google Apps, including mailbox management - Working experience with VoIP systems (3CX and similar) - Advanced knowledge of computer hardware, peripherals, basic networking concepts, and Microsoft Office applications - Working experience with domain-based networks, such as file and print shares, mail, and application servers - Knowledge of mobile devices and tablets and mobile device management - Active Directory management as it relates to GPOs, Security and Distribution groups, permissions, and user account creation and modification. - Hands-on working experience with routers, firewalls, switches, VPN devices, and wireless and other networking technologies, including TCP/IP, DNS & DHCP - Experience with Enterprise Content Management systems, such as Laserfiche (Desirable) - Experience with VMware, vCenter, and ESXi infrastructure - Experience in cloud computing services, including AWS and Azure - Awareness of industry best practices related to security, including MFA - Understanding of basic setup for client-server applications Experience: - Advanced Outlook support: 5 years - Office 365 management: 5 years - VoIP support and management: 3 years (Will be of added advantage) - Advanced AD management: 5 years - Support HP printers and MFPs: 5 years - System Administration: 5 years - VPN / networking / TCP/IP: 5 years Schedule: Available to work in Pacific Time between 7AM to 4PM or 8AM to 5PM or 9AM to 6PM 8-hour shift, Monday to Friday, Weekly afterhours on-call rotation Work Location: Remote