Tier 3 Technician

• Are you interested in joining a growing technology company that values technical prowess?
• Do you like working with complex IT environments?

Education, Certification, & Experience Requirements:

• Bachelor’s degree (4-year degree is mandatory)
• 2 years’ experience in Tier III role
  
• Networking experience, preferred
• Microsoft Certified Solutions Associate certification, preferred
• Microsoft Azure certification, preferred
• Additional industry certifications a plus, but not required
• Commitment to ongoing learning—4 hours weekly—throughout tenure

Job Overview:

IT Systems are complex! Do you thrive on assisting customers' technology utilization? Are you energized by working within a team? Tier III Technical team members apply relevant experience and technical skills to maintain and administer customers’ IT Systems, including resolving support tickets, server deployment and maintenance, system upgrades, security improvements, and documentation. Implement project management skills while working within a team and guiding junior technicians.

This role is not a learning role. We require candidates with 2 years’ experience supporting relevant technology with small and medium-size business IT Systems.  Enterprise business experience is not relevant in this environment. 

Are you looking for a company that encourages technical growth? Each TriQuest team member dedicates over 200 hours to continuous professional development annually! Demonstrate your skills working within various company environments and industries as a Tier III Technician. TriQuest Technologies provides reliable & secure IT solutions for Fort Worth-area small and medium-sized businesses.

Tier III position also consists of Networking tasks, including administering and operating multiple networks using Cisco and Meraki systems. Networking experience is preferred but can be taught to candidates with strong System Administrator experience. 

Position is a customer-facing support role. Relevant experience will include troubleshooting support desk calls, using a support desk ticketing system, documenting changes and solutions, and communicating with a variety of personalities while maintaining a calm and personable demeanor. This role uses time management, organization, and planning skills to schedule the week. Position requires ability to balance multiple role responsibilities while resolving and documenting technical incidents. To succeed in this role, candidate will be a team player, working with other technicians to provide a high-level of customer service while supporting customers’ IT systems. Successful candidates will have the ability to follow service level agreements (SLA's), be customer-service driven with flexibility to adapt schedule based on priority of technical issues.   

In support of TriQuest’s commitment to maintaining the highest levels of technical competency, technicians are expected to earn or renew certifications on a continual basis throughout tenure with hands-on learning, independent study, and formal training. 

Role Responsibilities:

• Install new software releases and system upgrades
• Evaluate, approve, and install patches
• Resolve software-related problems
• Perform system backups and recovery
• Maintain NTFS security and share permissions
• Manage DFS, File Indexing, Hyper V- Replication, and Printing
• Manage Office 365, Users, Email, Teams, OneDrive, SharePoint
• Manage Active Directory, DNS, DHCP
• Monitor system configuration to ensure data integrity
• Document software configuration and dependencies
• Monitor system performance
• Provide day-to-day customer support related to end-user requests requiring server changes
• Perform root-cause analysis, develop solutions with team members, and assist or oversee remediation
• Troubleshoot, resolve, and document technical issues as Tier 3 support desk technician
• Troubleshoot network connectivity issues
• Update requests in the service desk application including customer contact information, work logs, and knowledge database
• Hardware warranty maintenance: replace failing or damaged parts
• Conduct routine server & network device maintenance
• Escalate issues, as warranted
• Other duties, as assigned
  

For more information about TriQuest Technologies, please visit our website careers page and our Linkedin Life page, life at TriQuest.