Job summary

Brighton, United States, North America
Career Level:
Senior (5+ years of experience)
Job type:
Full time
$70K - $80K
Apply before:
05 May, 2017

Tier 3 Support Specialist

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Our client is experiencing tremendous growth and needs additional support for their IT operations team. They have an opening for a Tier 3 Support Specialist. The Tier 3 Support Specialist should be capable of troubleshooting and resolving the most difficult and complicated issues, as they will serve as the final escalation point within the helpdesk. This position will work closely with IT Project Manager(s) to ensure successful & on time delivery of IT products & services for new development. The Tier 3 Support Specialist will also maintain and offer solutions to existing infrastructures to make them more secure & robust.

The following are high level requirements for this role:

  • 5+ Years of IT Network and Server Engineering/Administration/Support Experience
  • Strong Network Operations Skills including Wi-Fi, VLANs, Routing, Switch and Security
  • Strong Server Operations Skills Including Windows Server, Active Directory
  • Experience Adding Process and Procedure Documentation to Enterprise IT Knowledge Base


  • Escalation point for issues from Tier 1 & 2 support
  • Work with management team to implement new technologies to support growing businesses
  • Design, Configure, Install & document network equipment for new properties
  • Responsible for reproducing/confirming product defects and reporting such defects to management for future consideration
  • Provide training and documentation to Tier 1 & 2 and act as a mentor to Tier 1 & 2 support specialists
  • Provide “on-site” support as needed
  • Act as a backup for Tier 2 support specialists
  • Provide afterhours coverage as part of an on-call rotation schedule for SLA support as needed
  • Create Knowledge Base articles to server as a job aid and expand the knowledgebase for handling support issues
  • Ensure that all actions and discussions pertaining to issues escalated from tier 1 or support are completely documented in the ticketing system
  • Assist with ongoing projects and may function as a project lead within the department
  • Implement methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships
  • Up to 30-40% travel as needed (including overnight travel)


  • 5+ Years of experience in IT Infrastructure Support
  • Associates Degree or equivalent experience
  • Certifications (any are a plus) – MCSE, CCNA, A+, NET+, Server+, Fortinet
  • High level server support/engineering/administration virtualization, migrations, domain consolidations etc. in a Windows environment
  • High level network support/engineering/administration router, firewall, wi-fi protocol and configuration
  • Experience with documenting process & procedures, best practices
  • CCNA or equivalent experience is a plus
  • Experience with Adtran AOS is a plus
  • Fortinet firewall experience (including UTM Features) is a plus
  • VM (Hyper-V & VMWare) Experience is a plus

Job keywords/tags:  Tier 3 Support , Network Engineering , Server Administration , Wi-Fi , VLANs , Routers , Switches , Security , Windows Server , Active Directory , Documentation