What are the responsibilities and job description for the System Engineer Tier 3 position at IT GOAT | Managed IT Service Provider?
Job Description :
Job Title : Tier 3 Engineer
Department : IT Services
Reports To : Director of Service Delivery
Job Overview
The Tier 3 Engineer at IT GOAT plays a critical role in managing complex technical issues, leading advanced troubleshooting efforts, and providing strategic support to ensure seamless IT operations for our clients. This role requires a deep technical skill set, a proactive approach to problem-solving, and the ability to work effectively with both internal teams and clients to resolve escalated issues.
Key Responsibilities
Advanced Troubleshooting : Handle escalated technical issues from Tier 1 and Tier 2 support levels, resolving complex incidents in networking, server infrastructure, security, and end-user systems.
Client Support and Communication : Act as the primary contact for high-priority incidents, providing clear and timely updates to clients, and ensuring the efficient resolution of issues.
Project Involvement : Collaborate with project teams on complex deployments, migrations, and upgrades, ensuring adherence to best practices and client-specific requirements.
Documentation and Knowledge Transfer : Create and maintain detailed documentation for resolutions, configurations, and processes; train Tier 1 and Tier 2 support on handling similar issues in the future.
System Monitoring and Maintenance : Proactively monitor client systems to prevent issues, identify opportunities for optimization, and improve overall IT infrastructure performance.
Mentorship and Leadership : Provide technical guidance and mentorship to junior engineers, fostering a learning environment and promoting skills development across the support team.
Security and Compliance : Work with the security team to implement and manage security protocols, ensuring all systems comply with IT GOAT’s IT standards and client regulatory requirements.
Qualifications
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Minimum of 5 years in IT support, with at least 3 years in a Tier 2 or Tier 3 role.
Strong experience with network infrastructure (TCP / IP, DNS, DHCP, VPN), server management (Windows / Linux), and virtualization technologies.
Familiarity with IT GOAT’s Security Suite and general cybersecurity practices.
Advanced troubleshooting skills across various technologies, including hardware, software, and cloud solutions.
Excellent communication skills, with the ability to convey technical concepts to non-technical clients.
Preferred Certifications
CompTIA Network , CompTIA Security , Microsoft Certified Systems Engineer (MCSE), Cisco Certified Network Professional (CCNP), or equivalent.
Why Join IT GOAT?
At IT GOAT, we pride ourselves on our top-tier amenities, in-person trainings, mentorship programs, and a collaborative, forward-thinking environment. Join us to be part of a team that strives to be the greatest at partnering with and supporting our clients.
Job Type : Full-time
Benefits :
401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Professional development assistance
Retirement plan
Vision insurance
Schedule :
8 hour shift
Monday to Friday
On call
Ability to Relocate :
Dallas, TX 75244 : Relocate before starting work (Required)
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