Helpdesk Technician - Tier 3 - Remote

Overview

The Helpdesk Technician - Tier 3 is responsible for solving uncommon issues escalated from lower tiers, performing remote network and server troubleshooting, and integrating new security technologies.

In Short

• Solve uncommon issues that have been escalated
• Perform remote network and server troubleshooting
• Learn and integrate new security technologies
• Determine the best solution based on the issue and details provided by customers
• Handle project implementation from start to finish
• Record notes regarding the issue and troubleshooting taken
• Create and maintain documentation
• Follow-up and update customer with status and information

Requirements

• DRIVEN to succeed at work and in all of life, hard work required
• ACCOUNTABLE to our clients as well as our company
• We STAY POSITIVE with a solution focus.
• Desire for EXCELLENCE in what we do, all day every day.
• HUMBLY CONFIDENT you can make it happen, and if not, able to ask for help.
• Proven experience as a help desk technician or other customer support role
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Passionate (and patient) about problem solving and customer service.
• Diligent with note taking, following process, and documentation.
• Driven to learn more, stay positive, and grow; not only as a team member but in all of life.
• CompTIA A+ and Sec+ certifications are REQUIRED
• 3+ year of MSP experience REQUIRED

Benefits

• Salary is based on your experience, drive and the value you can bring our company; and is in the range of $60,000 to $70,000
• Ascension plan if applicable
• We provide 100% company paid health, dental, life, and vision benefits – value of $4,500 to $14,000/year
• We match 5% of your contributions to Guideline 401k – value of 5% of salary.
• Unlimited PTO policy
• Company provided gear (notebook + iPhone) as well as company clothing.