What are the responsibilities and job description for the Tier 3 Technical Support Specialist position at CSI Companies?
Tier 3 Technical Support Specialist
The Tier 3 Technical Support Specialist will provide advanced technical support to resolve complex IT issues and ensure the seamless operation of organizational systems and services. The Tier 3 technician will also collaborate with other IT teams to implement solutions, optimize processes, and maintain system reliability. This role will require deep technical expertise, excellent troubleshooting skills, and the ability to manage and resolve escalated incidents efficiently.
Essential Responsibilities:
- Serves as the escalation point for Tier 1 and Tier 2 support teams, addressing complex technical issues that require advanced troubleshooting and resolution.
- Analyzes and resolves hardware, software, network, and system problems, including critical incidents.
- Collaborates with other IT teams and departments to identify root causes and implement long-term solutions.
- Assists in the development and maintenance of IT documentation, including knowledge base articles and standard operating procedures.
- Monitors and analyzes system performance, identifying opportunities for improvement.
- Participates in project planning and execution, including deployments, migrations, and system upgrades.
- Assists in the development and maintenance of IT documentation, including knowledge base articles and standard operating procedures.
- Tests and provides feedback on new endpoint or software configurations.
Required Skills and Experience:
- Degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Minimum of 3-5 years of experience in IT support or a related role, with demonstrated expertise in a Tier 3 capacity.
- Strong Knowledge of Azure, AD, Entra, Intune, Teams, and SharePoint Administration.
- Strong Knowledge of Windows and MacOS.
- Advanced knowledge of networking protocols, server management, virtualization, and cloud technologies.
- Strong problem-solving skills with the ability to analyze complex technical issues and implement solutions effectively.
- Customer-focused attitude with a commitment to delivering high-quality support.
- Excellent communication skills, both verbal and written, with a focus on customer service.
Aside from a benefits package that is a cut above the rest, you will gain access to award-winning company culture. Want to see for yourself?
With CSI, you will gain access to….
- Healthcare coverage plus HSA matching
- Onsite Corporate Gym with fitness challenges with incentives & rewards for participation
- Participation in 401(k) retirement plan
- An award-winning corporate culture
The CSI Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
