Helpdesk Technician Level 3

i-Tech Support•Ocoee, FL

9d•Onsite

About The Position

As a Tier 3 Helpdesk Technician, you serve as the final point of technical escalation, resolving the most complex incidents and advanced tickets escalated from Tier 1 and Tier 2 support. You bring deep, hands-on expertise in networking and routing, firewalls, VoIP systems, security, Microsoft cloud technologies, and enterprise systems administration, and you're comfortable diagnosing issues that others haven't been able to crack. Working closely with Tier 1 and Tier 2 staff, system administrators, and other IT teams, you drive timely resolution of critical issues while coaching and mentoring less experienced technicians. This role calls for strong root-cause analysis skills and clear, thorough documentation of every fix.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Proven experience in a helpdesk or technical support role, with a focus on Tier 3 or senior-level technical support handling escalations and advanced tickets.
In-depth knowledge of operating systems, network protocols, software applications, and hardware components.
Strong troubleshooting and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
Familiarity with ITIL best practices and incident management processes.
Strong knowledge with our ticketing systems, remote support tools, and system monitoring tools.
Excellent communication skills, both verbal and written, with the ability to convey technical concepts to both technical and non-technical stakeholders.
Ability to work well in a team environment, collaborating with cross-functional teams to resolve issues.
Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously.
Customer service orientation and a commitment to delivering high-quality support.
Advanced knowledge of VLANs, trunking, inter-VLAN routing, static routes, VPNs, DNS, and DHCP.
Advanced knowledge of Microsoft 365, including Entra, Exchange, Intune, SharePoint, and Azure.
Advanced knowledge of and hands-on experience with SonicWall, Fortinet, Meraki, Cisco ASA, and Ubiquiti.
Advanced knowledge of VoIP platforms such as Cisco Call Manager, RingCentral, and Mitel; deep experience with Cisco phone systems and the Cisco Finesse contact center platform is a strong plus.
Experience with Huntress ITDR and EDR, and Microsoft Defender.
Advanced troubleshooting of Windows Server environments, including Domain Controllers, Group Policy Objects (GPOs), and file/print servers, along with deep troubleshooting experience in hypervisor environments such as ESXi and Hyper-V.

Nice To Haves

Relevant certifications (e.g., CCNA, CompTIA Security+, Microsoft Certified: Azure Administrator Associate, or vendor-specific firewall/VoIP certifications) are a plus.
Certifications such as MCA or MCE in Microsoft Azure platforms, and/or Google IT Support Professional are not required but highly recommended.

Responsibilities

Resolve the most complex technical issues and advanced tickets escalated from Tier 1 and Tier 2 support, spanning networking, firewalls, VoIP, security, BDR, cloud, and server/virtualization environments. Analyze symptoms, identify root causes, and implement appropriate solutions.
Take ownership of all escalations and advanced tickets from Tier 1 and Tier 2, managing them through to resolution within defined service level agreements (SLAs). Collaborate with other IT teams and vendors as necessary to expedite incident resolution.
Serve as a subject matter expert (SME) for advanced networking (VLANs, trunking, inter-VLAN routing, static routes, VPNs, DNS, DHCP), firewalls (SonicWall, Fortinet, Meraki, Cisco ASA, Ubiquiti), VoIP systems (Cisco Call Manager, RingCentral, Mitel, and Cisco phone/Finesse contact center environments), security tools (Huntress ITDR/EDR, Microsoft Defender), BDR (Datto, VEEAM), Microsoft 365 cloud services (Entra, Exchange, Intune, SharePoint, Azure), and Windows Server/hypervisor environments. Stay up-to-date with the latest industry trends, best practices, and emerging technologies related to the supported environment.
Document every ticket with a clear explanation of the root cause and the fix, and contribute to the creation and maintenance of the knowledge base with known issues, resolutions, and troubleshooting procedures. Ensure accurate and up-to-date documentation to facilitate efficient issue resolution by Tier 1 and Tier 2 support and self-service support for end-users.
Conduct thorough investigations to determine the root cause of complex or recurring issues. Collaborate with other teams to implement preventive measures and recommend process improvements to minimize future incidents.
Collaborate with Tier 1 and Tier 2 support staff, system administrators, network engineers, and other IT teams to resolve escalated issues. Provide guidance, advice, and technical assistance to Tier 1 and Tier 2 support personnel to enhance their skills and knowledge.
Participate in change management processes by reviewing proposed changes, performing impact assessments, and ensuring smooth implementation of changes related to the supported environment.
Coach and mentor Tier 1 and Tier 2 support staff, sharing knowledge, best practices, and technical expertise to enhance the overall capabilities of the team.
Identify areas for process improvement, automation, or streamlining support procedures to enhance efficiency, reduce incident resolution time, and improve user satisfaction.