Provide level III support for issues that have been escalated. Positioned as the last line of defense.
Implementation of new technology for customer environments generating billable time for projects.
Project Design Desk and Management of installations for customer environments varying from simple to complex.
Provide consistent guidance and mentoring to level I/II Project and Support Technicians to increase their skillset and knowledge.
Collaborate with technical team and management to develop and adopt standards and best practices that comply with industry standards, then create documentation for them.
Identify repeatable tasks and create documentation on the processes and procedures for them that will help to provide support efficiency.
Work with current Technical Directors to support Century’s entire IT infrastructure including support of in-house software needs.
Continuing education in all areas of technology related to the services provided by Century to its customers, including vendor-specific training with a goal of advanced certification within the first 6-12 months of employment, and a focus on Security
Backup for Director of Operations
Attend company business meetings
Be available for on-call rotation
Performs all other duties as assigned
work experience requirements
3-5 years of broad experience with a variety of software and hardware solutions and adaptability required. 2+ years in a tier 3 capacity.
Advanced knowledge of current computer and network technology
Strong communication skills, both verbal and written; providing exceptional customer service at all levels of an organization
Able to promptly answer support related email, phone calls and other electronic communications
Self-motivated, takes initiative, detail-oriented and organized
Team player with the ability to take ownership of an area, following assigned tasks through to successful completion
Strong troubleshooting and critical thinking skills
Advanced knowledge/installation/configuration/maintenance/troubleshooting of, but not limited to: Windows Desktop Operating Systems, Windows Server Operating systems, Email, DNS, Exchange Server, Microsoft Office products, Office 365, Networking (including Firewalls, VPNs, switching, routing, IP, DNS, DHCP, LAN/WAN/WLAN, cabling), Active Directory, Backup & disaster recovery solutions, Antivirus and spyware/malware/system remediation; Virtualization.
Experience working within Connectwise a plus.
Bachelor’s Degree or equivalentcertifications/training/experience in information technology, computer science,engineering or related field.
Microsoft A+, MCSA, MCSE, CCNA, Security+, Network+ orMCITP certification or other related certifications helpful
Job Type: Full-time
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