IT Support Technician - Level 3 (Remote)

Hello ~ We are a small technology solutions company offering managed IT services and private cloud hosting services to businesses in the US. We are seeking an experienced IT Support Technician (LEVEL 3+ Only) to work remotely from home providing Front-line IT helpdesk support to our clients located in the US. It is a fast-paced environment so it is imperative that you are able to diagnose and resolve IT issues in a timely manner and be able to juggle several issues at a time. At our company, we believe in investing in our team just as much as we invest in our customers. We hire with the intent that you would become part of our team for the long-term. We are a small company. You would have a very good opportunity for career growth as you would work with numerous different technologies supporting businesses in various industries. We provide ongoing training, access to learn about the private cloud, and reimbursement assistance for recognized certifications. About you.... You would need to be able to resolve complex IT issues that are escalated from L1 & L2 technicians as well as up-train L1 & L2 technicians in a scalable way so that they can progress in their learning paths. Ideal candidate would have a minimum 10 years of consistent experience in similar senior technical support roles, demonstrating the ability to support a team of L1/L2 technicians and effectively troubleshoot and resolve complex support requests. Key Responsibilities: • Diagnose and resolve technical issues relating to computers, networks, servers, WIFI, DNS, printers/scanners, enterprise applications, cloud services, Microsoft 365, Email, data recovery, etc. • Assist other Help Desk Technicians on challenging issues to troubleshoot and resolve issues as a team. • Ability to effectively up-train L1/L2 technicians in a scalable manner to help keep them on a learning path. • Be very good at addressing technical issues related to Microsoft applications such a Microsoft Outlook, Sharepoint, Intune, etc. • Assist in installing, configuring, and maintaining desktop/laptop/tablet computers, networks, Windows and Linux servers, wireless, printers/scanners, enterprise applications, and other related equipment as well as hardware installations, upgrades and migrations. • Work with 3rd party enterprise application providers to resolve complex client software issues. • Address issues relating to customers on VDI / remote desktops. • Address networking related issues• Communicate with end users by phone, email, and via ticket system • Be a great documenter with everything you do • Be a great communicator, leader, team player and multi-tasker Required Experience: • Have VERY VERY GOOD networking skills • Have 10+ years of experience in a technical support position. • Have 6+ years Window server administration experience or have Microsoft professional certifications and demonstrate competent Windows Server administration skills. • Have 6+ years of experience with Active Directory/GPO. • In-depth knowledge of Microsoft Operating systems including Windows 7/8/10/11, Windows Server 2012 - 2022, Microsoft office applications such as Outlook, Excel, Word, Azure, SharePoint, Microsoft 365 and logical networking technologies such as Microsoft's Active Directory and Windows Deployment Services. • Good knowledge of Linux. • In-depth knowledge of Cloud and virtual environments. Preferred Experience: • Microsoft Certifications (MCSE or MCSA or equivalent experience with SharePoint, AD, Azure, O365 etc) • Have A+ certification, Network+ Certification. • Experience with virtualization technologies such as XCP-NG, Parallels RAS, Proxmox. • Experience with telephony/VoIP concepts and equipment. Other: • Detail oriented and great problem solver of complex issues. • Proactive and eager to help customers and team members • Professional, positive attitude, and smiles a lot • Have reliable internet access, computer Required Communication Skills: Our audience is Americans….. You would need to have EXCELLENT spoken English skills (without a discernable accent), plus very good written/grammar skills. Work Schedule: The work week schedule would be something like: Monday - Friday 8:00 am - 5:00pm Central Standard Time USA. Some weekend work may be requested at times. ** Please do not apply if you are not available during either of these work windows. * Interview: An online phone interview will be required via Zoom. To be considered, please forward: • Your resume in PDF format • A paragraph or so about yourself that showcases your enthusiasm. Why do you think you could add value? • Your level of spoken English • Your desired compensation Hours/Compensation: You would be paid on an hourly basis. We would expect no less than 40 hours per week worked. Hourly rates will vary. Final compensation will be decided on your overall experience and value. Hint: We are looking for detail-oriented people. When you reply, include “Bubble Tea” in the subject so we know you actually read this.