Tier 3 It Engineer

The Level 3 Engineer is responsible for using their technical skills to solve our most challenging problems for our clients. This individual will be looked to as a senior technical resource and will bring demonstrated leadership skills with them so that they can hit the ground running.
Primary Responsibilities
Provide comprehensive on-site and remote desktop support to address client issues promptly and effectively, ensuring minimal disruption to their operations.
Collaborate with clients to understand their business objectives and assist in project implementation to achieve those goals.
Work closely with Project Managers to define project scopes, create plans, and execute technical projects efficiently and within deadlines.
Act as a Level 2 escalation point for help desk issues, resolving complex technical challenges and providing guidance to junior team members.
Play a key role in the onboarding process for new clients, ensuring smooth transitions and efficient setup of IT systems.
Maintain open and clear communication channels with internal team members to facilitate effective collaboration and knowledge sharing.
Support on-site installations remotely as needed, deploying equipment and systems with precision and attention to detail.
Provide technical support across various channels including phone, email, chat, and in-person interactions, delivering exceptional customer service.
Participate in a round-robin on-call rotation system to address urgent client needs outside of regular business hours.
Act as a mentor and knowledge resource for junior colleagues, offering guidance and support to help them grow in their roles.

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