Tier 3 IT Helpdesk Support Specialist - Remote

Overview

We are seeking an experienced and highly skilled Tier 3 - IT Helpdesk Support Specialist to join our advanced technical support team at EXOP. This critical role involves addressing complex IT issues that have been escalated from Tier-1 and Tier-2 support. You will provide expert-level assistance on critical infrastructure, applications, and advanced system configurations. The ideal candidate will have a deep technical knowledge of IT systems, excellent problem-solving abilities, and a strong commitment to providing top-tier support.

In Short

• Provide expert-level support for complex IT issues escalated from Tier-1 and Tier-2 teams.
• Diagnose and troubleshoot complex technical issues with servers, databases, network systems, and applications.
• Manage critical incidents and prioritize them based on business impact.
• Perform advanced network troubleshooting.
• Collaborate with other IT teams to resolve highly technical issues.
• Ensure the efficient resolution of issues using remote troubleshooting tools.
• Assist with system architecture and deployment planning.
• Provide mentorship and training to Tier-1 and Tier-2 support staff.
• Monitor and manage system performance proactively.
• Assist with security-related issues.

Requirements

• 3-5 years of experience in IT support, with at least 2 years in a Tier-3 role.
• Deep technical knowledge of operating systems and networking protocols.
• Extensive experience troubleshooting hardware and software issues.
• Strong understanding of enterprise networking.
• Experience with virtualized environments and cloud platforms.
• Proficiency with remote desktop support tools.
• Strong familiarity with Active Directory and enterprise-level directory services.
• IT certifications such as CompTIA Network+ or MCSE are preferred.
• Excellent communication skills.
• Experience with automation and scripting.

Benefits

• Opportunity to work in a dynamic technical support environment.
• Chance to develop skills in advanced IT troubleshooting.
• Collaborative work with cross-functional IT teams.
• Mentorship opportunities for career growth.
• Participation in critical incident management.