About this role

Resolve complex software, systems, and network issues for clients and internal staff
Troubleshoot LAN, WAN, and other IT environments
Lead response efforts during major incidents and system outages, coordinating support and communication
Analyze recurring or high-impact issues and drive root-cause solutions
Review tickets for quality, accuracy, and resolution efficiency, providing feedback where necessary
Triage incoming requests, monitor SLAs, and provide backup phone/chat support
Provide ongoing guidance and mentoring to Tier 1 and Tier 2 team members
Conduct on-site customer visits for upgrades, maintenance, and troubleshooting

2–3 years of higher-tier (Tier 2+) technical support experience
Strong troubleshooting and problem-solving skills across software, systems, and networks
Proven ability to manage high-pressure incidents or outages
Excellent communication, documentation, and technical leadership skills
Experience with Active Directory / Entra ID and identity management tools
Familiarity with VMware, Windows 365 , and virtualized environments
Experience supporting mobile device management (MDM) solutions
Valid driver’s license with a clean driver’s abstract

Help Desk Technician III

Key skills