Helpdesk Tier 3

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    "jobTitle": "Helpdesk Tier 3",
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    "description": "<p><img alt=\"images?q=tbn:ANd9GcQleDUk8mISwA1vWIkL0OiOweiWCtit9J2yLvPZN3m3kg&amp;s\" src=\"https://encrypted-tbn0.gstatic.com/images?q=tbn:ANd9GcQleDUk8mISwA1vWIkL0OiOweiWCtit9J2yLvPZN3m3kg&amp;s\" /></p>\r\n\r\n<h2><span style=\"font-family:Aptos,sans-serif\"><strong>Job Title: Helpdesk Tier 3</strong></span></h2>\r\n\r\n<p><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">iPower Technologies is a growing IT Managed Services provider offering computer and network support to its nationwide base of clients. We have an immediate open position for a Tier 3 Support Technician that will provide remote support to its client base. This is an in-house position. This person knows the importance of white glove service and strives to provide support and sympathetic ear when things are going wrong for the client. Exemplary work ethic combined with consistent performance, reliability and attendance are top priorities. They seamlessly transition from desktop support to server and network issues, depending on the moment and demands of the day</span></span></span></p>\r\n\r\n<p><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">The right candidate must have <strong>6+ years of experience</strong> in a fast-paced Business IT Support Environment. Tier 3 Support Technicians are responsible for setting up and maintaining client systems. They ensure that systems on the company&#39;s network, especially the servers, run smoothly and securely. This includes networks, servers, on-premise environments, and in the cloud. Serve as an escalation point for Tier III support issues that are escalated from our Tier I and Tier II technicians.</span></span></span></p>\r\n\r\n<p><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Additionally, candidates must also be well organized and can prioritize multiple tasks. Candidate must work well under pressure and tight deadlines. This position requires schedule flexibility to accommodate project deadlines, urgent issues, and after-hour maintenance calls from time to time. Candidate must be detail-oriented and understand the importance of properly documenting work and logging time in a professional services environment.</span></span></span></p>\r\n\r\n<p><span style=\"font-family:Aptos,sans-serif\"><strong><span style=\"background-color:white\"><span style=\"color:black\">Responsibilities:</span></span></strong></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Serving as an escalation point for support issues that are escalated from our Tier I and Tier II engineers.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Support end-users in a help desk and on-site environment, resolving hardware/software issues.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Configure and support client systems, including hardware, networks, and applications.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Responsibilities and duties may evolve and be reassigned based on company priorities and business requirements.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Manage multiple priorities and react with proper urgency to situations and events that require quick responses.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Support and document the initiation, execution, and closing activities for a program/project(s) and support activities.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Ensure performance metrics are met or exceeded.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Simulates and recreates user issues to resolve operational difficulties.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Recommends system modifications, if required, to reduce user problems.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Escalates more complex issues, as appropriate, to senior level technicians.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Promote and encourage a &ldquo;one team&rdquo; attitude at all levels internally and externally.</span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-family:Aptos,sans-serif\"><strong><span style=\"background-color:white\"><span style=\"color:black\">Qualifications:</span></span></strong></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Windows 2008/ 2012/2016/2019 Server, Active Directory User Account Management, Basic Group AD Security Policy Management</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Group Policy creation.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Azure AD &amp; Office 365 Account Administration</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Office 365 Technologies including OneDrive, Sharepoint, &amp; Teams</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Microsoft Exchange</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">All Desktop Operating Systems: Windows 7, 8, 10, 11, Common Desktop Applications (e.g., MS Office, Adobe, Printers, Scanners etc.)</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Network Appliances: Firewalls, Routers, Managed Switches</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">LAN/WAN, DNS, DHCP, Group Policy, Domain Controllers, Wireless Network Configuration &amp; Troubleshooting</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">VMware and/or Hyper-V experience</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><strong><span style=\"background-color:white\"><span style=\"color:black\">MUST have (MSP) experience. </span></span></strong></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">IT Support relating to technical issues involving Microsoft&#39;s core business applications, as well as virtual environments including Azure, AWS, Hyper-V, and VMware.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Backups, restores, and disaster recovery of systems/databases/network equipment. Acronis and Veeam experience a plus.</span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-family:Aptos,sans-serif\"><strong><span style=\"background-color:white\"><span style=\"color:black\">Skills:</span></span></strong></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Excellent written and verbal communications skills.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Excellent troubleshooting skills, able to follow instructions.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Strong documentation skills and creating standard operating procedures.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Punctual and time management skills</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Availability for After-Hours and weekend Support</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Professional dress and demeanor required.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Extremely Service oriented.</span></span></span></li>\r\n\t<li><span style=\"font-family:Aptos,sans-serif\"><span style=\"background-color:white\"><span style=\"color:black\">Customers&#39; satisfaction is paramount in our organization, and we take pride in the consistent high-quality service we deliver. We expect a candidate to hold his/her performance to this higher standard, and always strive towards excellence. In the ever-changing IT industry, a problem-solving mind-set with a willingness and ability to assimilate new technologies is also required.</span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-family:Aptos,sans-serif\"><strong><span style=\"background-color:white\"><span style=\"color:black\">Job Type:</span></span></strong> <span style=\"background-color:white\"><span style=\"color:black\">Full-time</span></span></span></p>\r\n\r\n<p><span style=\"font-family:Aptos,sans-serif\"><strong><span style=\"background-color:white\"><span style=\"color:black\">Salary:</span></span></strong> <span style=\"background-color:white\"><span style=\"color:black\">$80,000.00 - $90,000.00 per year</span></span></span></p>\r\n\r\n<p><span style=\"font-family:Aptos,sans-serif\"><strong>Benefits: </strong>Dental insurance, Health insurance, Vision Insurance, PTO, and 401(k)</span></p>\r\n\r\n<p><span style=\"font-family:Aptos,sans-serif\"><strong><span style=\"background-color:white\"><span style=\"color:black\">Experience level:</span></span></strong> <span style=\"background-color:white\"><span style=\"color:black\">6 years</span></span></span></p>\r\n\r\n<p><span style=\"font-family:Aptos,sans-serif\"><strong><span style=\"background-color:white\"><span style=\"color:black\">Schedule: </span></span></strong><span style=\"background-color:white\"><span style=\"color:black\">Monday to Friday</span></span></span></p>\r\n\r\n<p><span style=\"background-color:white\"><span style=\"font-family:Aptos,sans-serif\"><strong><span style=\"background-color:white\"><span style=\"color:black\">Work Location:</span></span></strong> <span style=\"background-color:white\"><span style=\"color:black\">In-person: West Caldwell, NJ (775 Passaic Ave, West Caldwell, NJ 07006)</span></span></span></span></p>\r\n\r\n<p><span style=\"display:block;font-size:10px;\"><span style=\"font-family:Aptos,sans-serif\"><strong>EEO Statement:</strong></span></span></p>\r\n\r\n<p><span style=\"display:block;font-size:10px;\"><span style=\"font-family:Aptos,sans-serif\">We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.</span></span></p>\r\n",
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