JOB DESCRIPTION Summary This role is to provide advanced level tier 3 support for IT issues within a chat environment. It will involve troubleshooting of IT hardware and software for users either in center or primarily a WAH environment. It will require knowledge of various clients and excellent written and verbal communication skills to various operations members with limited technical abilities. There will be after hours and/or on-call rotational support as needed. Job Functions: Troubleshooting and determining root cause of various IT issues to resolution. Ability to handle multiple chats throughout the day and meet various SLA requirements. After-hours support will be needed at times if long queue times and/or emergency outages. Provide leadership and training of junior technicians. Act as liaison with the business - Site Director, Ops Manager, Team Leads - partnering IT with Operations Advanced skill level in troubleshooting of IT hardware and software with various IT solutions. Compliance to all required security, patching and antivirus updates. Adherence to documented processes & procedures, as well as suggestions for improvement. Basic project management skills Key Job Responsibilities: Tier 3 Level Chat Support Must be able to troubleshoot advanced complexity IT issues with PCs, laptops, monitors, keyboards, mice, phones, printers. Must be able to provide level 3 support and provide technical information back to network, server and voice teams as well as understand the basic function the device performs. o Advanced understanding ping, tracer, device status o Basic understanding of what a firewall, core switch, distro switch, user access switch is and does & how they are connected. o Moderate understanding of DNS/DHCP, file shares, whitelists, blacklists, VLANs, Wireshark, encryption o Moderate understanding of AD OUs, GPOs, start menu redirect, PAC files, host files. o Advanced understanding of Wi-Fi setup and troubleshooting o Moderate understanding of cloud computing - Avaya in the cloud, Office 365 in the cloud, Azure, MFA Must have basic project management capabilities. Must be able to troubleshoot advanced complexity software issues remotely. Must have an understanding of how to use and troubleshoot Office 365, ServiceNow, SCCM, Active Directory, Windows 10 Must ensure all PCs and laptops remain compliant with security, patch and antivirus updates. Must be able to follow documented processes and procedures but make suggestions for improvement if better ideas come to mind. After hours/weekend/holiday support will be required for on call rotation, change request support and project request support.
