Tier 3 – IT Helpdesk Support
Careers
Tier 3 – IT Helpdesk Support
Employment:
Full-Time
Setup:
WFH
We are seeking an experienced and highly skilled Tier 3- IT Helpdesk Support Specialist to join our advanced technical support team. 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.
Key Responsibilities
Provide expert-level support for complex IT issues escalated from Tier-1 and Tier-2 teams, including operating systems, hardware, software, networks, and security systems.
Diagnose and troubleshoot complex technical issues with servers, databases, network systems, and applications, including but not limited to high-impact system failures, data loss, and configuration issues.
Manage critical incidents and prioritize them based on business impact, ensuring rapid response and resolution to minimize downtime.
Perform advanced network troubleshooting, including diagnosing and resolving issues related to firewalls, routers, switches, VPNs, DNS, and IP routing.
Collaborate with other IT teams (systems, network, security, etc.) to resolve highly technical or multi-faceted issues that require cross-functional expertise.
Ensure the efficient and accurate resolution of issues using remote troubleshooting tools, system logs, diagnostic scripts, and other advanced troubleshooting techniques.
Maintain and optimize critical systems and services, ensuring the highest levels of system performance, reliability, and security.
Assist with system architecture and deployment planning for IT infrastructure projects, as well as with software/hardware configuration and upgrades.
Provide mentorship, training, and guidance to Tier-1 and Tier-2 support staff, helping to elevate the overall capability and efficiency of the helpdesk team.
Develop and update troubleshooting documentation, knowledge base articles, and best practices to aid the IT support team in resolving common issues.
Monitor and manage system performance, proactively identifying and addressing potential problems before they impact users.
Assist with security-related issues, including vulnerability assessments, patch management, and system hardening practices.
Participate in after-hours and on-call support as needed for critical incidents, system maintenance, and upgrades.
Requirements
Essential Qualifications:
Minimum of 3-5 years of experience in IT support, with at least 2 years of experience in a Tier-3 or senior technical support role.
Deep technical knowledge of operating systems (Windows, Linux, MacOS) and networking protocols (TCP/IP, DNS, VPN, etc.).
Extensive experience troubleshooting complex hardware and software issues, including server infrastructure, enterprise applications, and critical system services.
Strong understanding of enterprise networking, including experience with firewalls, routers, switches, load balancers, and network security.
Experience with virtualized environments (VMware, Hyper-V) and cloud platforms (AWS, Azure, Google Cloud). Proficiency with remote desktop support tools and diagnostic utilities.
Strong familiarity with Active Directory, Group Policy, and enterprise-level directory services.
Experience managing and supporting IT security frameworks, including endpoint protection, firewalls, VPNs, and other cybersecurity tools.
IT certifications such as CompTIA Network+, Microsoft Certified Systems Engineer (MCSE), Cisco Certified Network Associate (CCNA), ITIL Expert, or similar are preferred.
Excellent written and verbal communication skills, with the ability to communicate complex technical information to non-technical users.
Strong problem-solving, troubleshooting, and analytical skills, with the ability to remain calm under pressure.
Experience with automation and scripting (PowerShell, Bash, Python, etc.) for systems management or troubleshooting.
Familiarity with enterprise-level monitoring tools (e.g., SolarWinds, Nagios, or similar).
Expertise in cloud technologies, including cloud infrastructure setup, migration, and management.
Experience with ITIL service management processes and frameworks.
Exposure to IT project management and system deployment.
