What are the responsibilities and job description for the Tier 3 Technical Support position at Modo Networks?
Job Description: Tier 3 Helpdesk Support Technician (Network, Virtualization & Office 365)
Position: Tier 3 Helpdesk Support Technician
Location: On-site in Dallas Texas
Employment Type: Full-time
Company: Modo Networks, LLC
About Us
Modo Networks is a Managed Service Provider committed to delivering exceptional IT solutions to our clients. We specialize in offering cutting-edge networking, virtualization, and Office 365 services, ensuring the seamless operation of our clients’ IT infrastructure. Join our team of dedicated professionals and help us empower businesses through technology.
Job Summary
We are seeking an experienced Tier 3 Helpdesk Support Technician to join our on-site team. The ideal candidate will have a strong background in networking, virtualization, and Office 365 administration, with a proven ability to troubleshoot complex issues, implement solutions, and provide top-tier support to both internal teams and external clients. We are looking for team player who is self-motivated and able to multitask.
Key Responsibilities
- Advanced Troubleshooting: Resolve escalated technical issues related to networking, virtualization, and Office 365 that Tier 1 and Tier 2 cannot address.
- Virtualization Support:
- Manage and support virtualization environments (VMware, Hyper-V, or similar).
- Perform virtual machine provisioning, migration, and performance tuning.
- Troubleshoot and resolve issues within virtualized environments.
- Office 365 Administration:
- Manage and support Office 365 services, including Exchange Online, SharePoint, Teams, and OneDrive.
- Handle user provisioning, permissions, and mailbox management.
- Troubleshoot and resolve issues related to Office 365 security, connectivity, performance, configuration.
- Provide guidance on best practices for Office 365 security and compliance.
- System Maintenance:
- Perform system updates, patches, and backups for network, virtualization, and Office 365 systems.
- Various 3 party application maintenance and patching.
- Maintain disaster recovery solutions and implement as necessary.
- Client Interaction:
- Provide on-site technical support and guidance to clients.
- Collaborate with clients and internal team to identify IT needs and recommend, implement and support solutions.
- Documentation: Maintain comprehensive documentation of configurations, procedures, and client environments. Manage and track activities in a ticketing system.
- Team Collaboration: Mentor and support Tier 1 and Tier 2 technicians, fostering skill development within the team. Work together with and support other Tier 3 technicians fostering knowledge and workload balance.
Qualifications
Required:
- 7 years of experience in IT support, with at least 3 years in a Tier 3 or advanced technical role.
- Experience working in a Managed Service Provider.
- Expertise in networking technologies (e.g., TCP/IP, DNS, DHCP, BGP, OSPF).
- Hands-on experience with virtualization platforms (VMware, Hyper-V, or similar).
- Experience managing and troubleshooting Office 365 environments, including Exchange Online, SharePoint, Teams, and OneDrive.
- Proficiency in configuring and troubleshooting firewalls, switches, and routers (e.g., Cisco, Fortinet, SonicWall or equivalent).
- Solid understanding of Windows Server and Active Directory environments.
- Must have a valid driver's license and ability to get to the office daily as well as customer and colocation sites.
- Must be able to lift 50 pounds.
Preferred:
- Certifications such as CCNA, VCP, Microsoft 365 Certified: Enterprise Administrator Expert, or equivalent.
- Experience with cloud platforms like Azure or AWS.
- Familiarity with scripting and task automation.
Unable to load the shape
Skills and Attributes
- Strong analytical and critical thinking skills.
- Strong problem-solving skills and ability to manage complex technical challenges.
- Excellent communication and interpersonal abilities.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong organizational skills with attention to detail.
What We Offer
- Starting salary range: $75,000 - $90,000, based on experience and qualifications.
- Competitive salary and benefits package and 401k options.
- Opportunities for professional development and certification reimbursement.
- A collaborative and supportive work environment.
- The chance to work on cutting-edge technology and challenging projects.
Job Type: Full-time
Pay: $75,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $75,000 - $90,000