What are the responsibilities and job description for the L3 Service Technician position at CyberCSI Inc.?
Job Title: L3 Service Technician
Location: South San Francisco, CA
Summary:
As an L3 Technical Lead with Networking Support Skills, you will be responsible for providing advanced technical support, managing complex IT infrastructure, and leading a team of technicians. You will act as a point of escalation for L2 support and handle critical issues that require in-depth technical knowledge, particularly in networking. Additionally, you will contribute to the planning, implementation, and maintenance of the organization’s IT systems and network infrastructure. You will be required to work on-site 8 – 5pm Monday thru Friday.
Essential Duties and Responsibilities:
Lead and mentor a team of L2 support technicians, providing guidance and expertise on complex technical issues.
Serve as the primary point of contact for escalated support issues, ensuring timely resolution.
Develop and maintain documentation of systems, processes, and troubleshooting procedures.
Provide L3 support for IT infrastructure, including servers, storage, and networking equipment.
Troubleshoot and resolve complex hardware, software, and network issues.
Perform root cause analysis and implement long-term solutions to recurring problems.
Manage and maintain network infrastructure, including switches, routers, firewalls, and VPNs.
Monitor network performance and troubleshoot connectivity issues.
Implement and manage network security protocols, including firewalls, intrusion detection systems, and access control policies.
Support the configuration and management of network devices and ensure compliance with company policies and best practices.
Collaborate with cross-functional teams to plan and execute IT initiatives.
Provide technical input and expertise during the planning and implementation of IT projects.
Manage and support virtualized environments (e.g., VMware, Hyper-V).
Oversee the maintenance and administration of servers, including Windows and Linux systems.
Provide excellent customer service to internal stakeholders, ensuring their IT needs are met promptly and effectively.
Communicate complex technical information clearly to non-technical users.
Maintain a high level of customer satisfaction through efficient issue resolution and support.
Education/Experience:
Bachelor’s degree in Information Technology, Computer Science, or a related field. Equivalent experience will also be considered.
5 years of experience in IT support, with at least 2 years in a senior or lead role.
Extensive experience with networking technologies and protocols (e.g., TCP/IP, DNS, DHCP, VPN).
Strong knowledge of server and storage infrastructure, including experience with virtualization platforms.
Proficiency in network administration, including the configuration and troubleshooting of switches, routers, and firewalls.
Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues.
Strong leadership and mentoring abilities, with experience leading a technical team.
Familiarity with ITIL processes and best practices.
Strong communication skills, both written and verbal.
Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
Preferred Certifications:
Cisco Certified Network Associate (CCNA) or higher
Microsoft Certified: Azure Administrator Associate or similar
CompTIA Network or Security
ITIL Foundation Certification
Working Conditions:
Ability to work in a dynamic, fast-paced environment.
