Company Description: At our company, we are a leading provider of comprehensive IT solutions, serving a diverse client base in various industries. With a focus on delivering exceptional service and cutting-edge technology solutions, we are dedicated to helping our clients succeed in their digital transformation journey. As we continue to expand, we are seeking talented and experienced individuals to join our team in the role of Tier 3 IT Support Engineer.
Position: Tier 3 IT Support Engineer
Responsibilities:
- Provide expert-level technical support to our clients, serving as a key point of contact for escalated issues and complex problem resolution.
- Collaborate with Tier 1 and Tier 2 support teams to ensure efficient handling of client issues and effective communication with clients.
- Analyze and diagnose complex technical issues, utilizing advanced troubleshooting techniques and tools.
- Take ownership of escalated tickets and drive them to resolution, ensuring timely and accurate updates to clients.
- Collaborate with internal teams and external vendors to resolve technical issues, coordinating efforts and resources as needed.
- Conduct in-depth investigations of technical problems, working closely with clients to gather relevant information and provide detailed analysis and recommendations.
- Provide guidance and support to Tier 1 and Tier 2 support engineers, sharing knowledge and expertise to enhance overall team performance.
- Stay up to date with the latest technologies and industry trends, continuously expanding your technical knowledge and skills.
- Document and maintain detailed records of client interactions, technical solutions, and troubleshooting steps taken.
- Contribute to the development and improvement of internal processes, tools, and knowledge base resources.
- Ensure high levels of client satisfaction by delivering prompt, professional, and effective support services.
Requirements:
- Minimum of 3 years of experience in a similar role, providing tier 3 level support to clients.
- Strong technical knowledge and expertise across a wide range of IT systems, including servers, networks, operating systems, and applications.
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.
- Proven experience in working with clients, demonstrating excellent customer service and communication skills.
- Ability to effectively prioritize and manage multiple tasks and projects in a fast-paced environment.
- Strong teamwork and collaboration skills, with the ability to work well both independently and as part of a team.
- Experience with ticketing systems and service desk tools.
- Certifications in relevant technologies (e.g., Microsoft, Cisco, VMware) are a plus.
- Bachelor’s degree in a related field is preferred.
What We Offer:
- Competitive salary and benefits package.
- Dynamic and collaborative work environment.
- Opportunities for professional growth and development.
- Exposure to cutting-edge technologies and projects.
If you are a highly skilled IT professional with a passion for delivering exceptional client support and have experience in tier 3 level support, we invite you to join our team. To apply, please submit your resume and cover letter to hr@wstsystems.com with the subject line “Tier 3 IT Support Engineer Application”. We look forward to hearing from you and discussing the exciting opportunities available at our company.
