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ScalableOS is seeking a Level 3 Support Technician to join their IT Services team in a full-time capacity. This position is located in the United States and is ideal for candidates who have progressed from a Tier 2 to a Tier 3 engineer role. The job is tailored for individuals who enjoy handling a diverse workload and are looking to expand their technical skills in a supportive environment.
In this role, the technician will tackle a variety of responsibilities that include:
Diverse Technical Support: Candidates will be responsible for addressing technical issues that range from standard low-level support tickets to acting as an escalation point for other technicians in the team. This aspect emphasizes versatility in handling different types of technical problems.
Project Assistance & Growth: This position provides opportunities for growth where the technician will collaborate with the project team on complex tasks such as setting up and configuring firewalls. The expectation is that the technician will take charge of their independent projects within their first year, which promotes personal and professional development.
Client Experience Management: Serving as the primary point of contact for clients is key. The technician must ensure exceptional communication during the entire process from ticket creation through resolution, maintaining a positive client experience.
Service Coordination: Technicians will also handle light service coordination, which includes triaging incoming requests, assigning proper priorities and service level agreements (SLAs), and ensuring tickets have thorough documentation. Coordination with other departments is vital to resolve non-reactive issues effectively.
Problem Solving & Process Improvement: Beyond merely fixing issues, the technician is expected to identify and address root-cause problems, documenting detailed ticket notes and creating new procedures when gaps in processes are identified.
Candidates must possess advanced technical skills, including:
Experience with Office 365: A deep understanding of Office 365 products such as Entra ID, Exchange, SharePoint, and OneDrive is essential for addressing client needs and resolving technical issues effectively.
Foundational Networking Skills: Candidates should have solid networking skills, specifically with DNS and DHCP, as well as experience in setting up firewalls.
Managed Services Provider (MSP) Experience: Previous experience working in a Managed Services Environment is highly preferred, showing that the candidate is accustomed to the pace and nature of work in such settings.
Familiarity with Tools: Experience with tools like Autotask, IT Glue, and DattoRMM is a significant advantage, although the company is open to training the right candidate on their specific tech stack.
Communication Skills: Strong verbal and written communication skills are critical. The role requires the ability to convey technical concepts to non-technical users, manage their expectations, and provide clear and helpful updates to both clients and internal staff.
This full-time position offers a unique opportunity to work remotely in a long-term capacity. Candidates should be open to working a night shift schedule, which may suit individuals who prefer flexibility and have the ability to adapt to non-standard work hours. The arrangement aims to provide a smooth work-life balance while performing essential support roles remotely.
This role offers distinct career progression opportunities. The company intends to train the technician to independently lead and execute IT projects, encouraging the technician's growth and experience in managed services. As the technician proves their capabilities in managing their own projects, they will gain invaluable experience that can expedite their career development in the IT field.
In summary, the Level 3 Support Technician position at ScalableOS is an enticing opportunity for IT professionals looking to advance their careers in a well-rounded support role. With a focus on diverse technical support, project management, and exceptional client interaction, candidates with an eagerness to learn and grow will find this position particularly fulfilling. The company values communication, problem-solving skills, and technical proficiency, positioning this role as a significant stepping stone in the IT services landscape.
This job offer was originally published on himalayas.app
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
