Full-Time IT Help Desk - T3

• Provide expert-level support for complex IT issues escalated from Tier-1 and Tier-2 teams.
• Diagnose and troubleshoot complex technical issues with servers, databases, network systems, and applications.
• Manage critical incidents and prioritize them based on business impact.
• Perform advanced network troubleshooting.
• Collaborate with other IT teams to resolve highly technical or multi-faceted issues.
• Ensure the efficient and accurate resolution of issues using remote troubleshooting tools.
• Maintain and optimize critical systems and services.
• Assist with system architecture and deployment planning.
• Provide mentorship, training, and guidance to Tier-1 and Tier-2 support staff.
• Develop and update troubleshooting documentation and knowledge base articles.
• Monitor and manage system performance.
• Assist with security-related issues.
• Participate in after-hours and on-call support as needed.

• Minimum of 3-5 years of experience in IT support, with at least 2 years of experience in a Tier-3 or senior technical support role.
• Deep technical knowledge of operating systems and networking protocols.
• Extensive experience troubleshooting complex hardware and software issues.
• Strong understanding of enterprise networking.
• Experience with virtualized environments and cloud platforms.
• Proficiency with remote desktop support tools and diagnostic utilities.
• Strong familiarity with Active Directory, Group Policy, and enterprise-level directory services.
• Experience managing and supporting IT security frameworks.
• IT certifications such as CompTIA Network+, MCSE, CCNA, ITIL Expert, or similar are preferred.
• Excellent written and verbal communication skills.
• Strong problem-solving, troubleshooting, and analytical skills.
• Experience with automation and scripting for systems management or troubleshooting.
• Familiarity with enterprise-level monitoring tools.
• Expertise in cloud technologies.
• Experience with ITIL service management processes and frameworks.
• Exposure to IT project management and system deployment.

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