As a Tier III Engineer you will provide remote support for various Tier III technical issues for clients in Houston, TX as well as throughout Sparkhound’s customer catalog. As an Engineer, you will utilize both your customer service and problem-solving skills to provide exceptional customer experience supporting multiple clients in a variety of industry verticals. Engineers at our Managed Service provider division come from all walks of life and support clients at various technical levels.
What you will d
- oCreate a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation
- .Provide issue escalation as necessar
- yHandle incidents and requests with a courteous and professional attitude
- .Communicate promptly on the progress of incidents and requests
- .Perform the system changes adhering to organizational policies
- .Log all incidents and requests into one or more ticket entry systems
- .Maintain technical documentation in association with Support Team members
- .Perform IT infrastructure analysis and remediation
- .Support daily technical support activities for desktop, data, network and server management
- .Occasionally Conduct remote desktop troubleshooting for end-users
- .Participate in regular On-Call rotation
- .Perform other related duties as required and assigned
- .Implement new infrastructure for projects, new services, or potential upgrades and report progress for these opportunities in a timely manne
- rPerform as Project Lead or manager role occasionall
- yFollows best practices as defined by vendor, manufacturer, or Sparkhound defined processe
s
Requiremen
- ts
Bachelor’s degree Field of Study: IT or related technical field or hig - her5+ years professional IT job experie
- nceExperience with an
- MSPExperience in network / IT systems and troubleshooting st
- eps3+ years professional experience in any relevant team setting. Ability to understand Managed Services reporti
- ng.2+ years professional experience managing Virtual Data Center environmen
- ts.2+ years professional experience managing network resources for firewalls, routing and switchi
- ng.Fiercely support client success and exemplify a do-whatever-it-takes attitu
- de.Knows fundamental concepts of customer service and can also identify root causes of client proble
- ms.Proficient in information technology regarding both hardware and softw
- areProficient with Microsoft desktop operating systems Windows 10 and
- 11Experience with Microsoft server operating systems, specifically Server 2016, 2019, and 2
- 022Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functio
- ns.Understanding file security management, shared drives, network drives, and their security permissio
- ns.Experience with Microsoft 365, Exchange Online, OneDrive, Azure
- AD.Experience assisting users over the phone to resolve technical issu
- es.Remote PC technical suppo
- rt.Telephony proficiency a plus - desktop phone upgrades, modifications, activations, repairs and troubleshooti
ng.
Bonus Points
- For:ITIL Certifica
- tionMicrosoft Certificat
- ionsCisco, Fortinet, Meraki or other Network Systems Certificat
- ionsCompTIA A+ Certifica
- tionHDI – Desktop Support Technician Certifica
- tionManaged Service Provider support experi
- enceTeam leadership or mentoring experi
- enceHands on experience with ConnectWise Manage and n-Able by nCen
- tralHands on Experience with Microsoft Intune and
VDI
