IT Support Specialist - Tier 3

We are seeking a Tier 3 IT Support Specialist to join our growing IT team. This position is a critical escalation point for complex technical issues and combines advanced technical expertise with mentorship responsibilities. The ideal candidate will balance technical escalations related to networking, systems, cloud, and Microsoft core technologies with driving continuous improvement in customer service and team performance.

Responsibilities:

• Escalated Support:
  • Resolve technical escalations involving Microsoft technologies, including Office 365, SharePoint and Windows Server.
  • Provide advanced network infrastructure support, including WAN, LAN connectivity, VLAN configuration, routers, firewalls, and security.
  • Troubleshoot and support remote access solutions such as VPNs (OpenVPN, IPSec) and RDS.
• Project Management:
  • Participate in or lead IT projects such as network upgrades, server migrations, and system deployments.
  • Document project plans and outcomes to ensure repeatable processes.
• Customer Interaction:
  • Maintain and improve customer satisfaction through timely and accurate support, communication, and relationship management.
  • Actively respond to customer queries, handle complaints, and follow up to ensure resolution and continuous improvement.
• Mentorship and Collaboration:
  • Act as a coach and mentor to Tier 1 and Tier 2 technicians to improve their troubleshooting skills and knowledge base.
  • Collaborate with cross-functional teams to refine processes, improve communication, and promote teamwork.
• Documentation and Processes:
  • Create and maintain comprehensive documentation of recurring issues, support processes, and client-specific requirements.
  • Establish and implement best practices for technical support and ticket resolution.
• Proactive Problem Solving:
  • Monitor systems and tickets for potential issues and address them proactively.
  • Suggest improvements to processes and technical workflows to enhance efficiency.

Qualifications:

• Technical Expertise:
  • Advanced knowledge of Microsoft technologies: Office 365, SharePoint and Windows Server.
  • Strong understanding of networking concepts and technologies, including VLANs, DNS, firewalls, routers, and switches.
  • Strong understanding of virtualization, specifically with using Proxmox and VMWare ESXi.
  • Experience with remote access solutions like VPNs and Microsoft Remote Desktop Services.
  • Proven technical diagnostic and troubleshooting skills for cloud and on-premises environments.
  • Certifications: CCNA or Network preferred; VMware or Proxmox certifications preferred.
• Experience:
  • Minimum 3 years of IT support experience in an MSP environment, supporting multiple clients.
  • Familiarity with ticketing systems, network monitoring tools, and IT support-related software.
• Soft Skills:
  • Exceptional verbal and written communication skills with the ability to translate technical issues for non-technical users.
  • Leadership skills to foster a positive team environment and motivate colleagues.
  • Customer-service oriented with empathy for users and a problem-solving attitude.
  • Strong organizational skills to track and manage tickets, projects, and priorities effectively.
• Education:
  • Bachelor’s degree in Computer Science, Information Technology, or equivalent combination of education and experience preferred.

Benefits:

• Health, Dental, and Vision insurance.
• Retirement plan with company match.
• Paid time off and holidays.

Schedule & Location:

• Traditional office hours with rotating on-call shifts.
• Presence required at our Lombard office. This is not a remote or hybrid position.

About Noventech

Noventech, Inc. is a growing Managed Service Provider servicing a variety of local small to medium businesses and government agencies. Companies trust Noventech to be their outsourced IT consultants and to maintain all aspects of their IT systems on a daily basis.