Helpdesk Technician - Tier 3 - Remote

Overview

The Helpdesk Technician - Tier 3 role focuses on solving escalated technical issues, performing remote troubleshooting, and ensuring excellent customer service.

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 customer details.
• Handle project implementation from start to finish.
• Record notes regarding the issues and troubleshooting taken.
• Create and maintain documentation.
• Follow-up and update customers with status and information.

Requirements

• 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 processes, and documentation.
• CompTIA A+ and Security+ certifications are required.
• 3+ years of MSP experience required.

Benefits

• Salary is based on experience, drive, and value brought to the company; range is $60,000 to $70,000.
• 100% company paid health, dental, life, and vision benefits.
• 5% match on 401k contributions.
• Unlimited PTO policy.
• Company provided gear and clothing.