IT TECHNICIAN III

**The IT Technician III role is similar in function to a Systems Administrator or Server Administrator. The candidate should have developed skills and experience with server operating systems, networking, and advanced certifications as well.

About TeamLogic IT

TeamLogic IT is a national provider of technology services and solutions. We help our customers with their current and future IT needs by delivering solutions that assure high availability, security and flexibility for their IT infrastructure.

With more than 250 locations across North America and more than 1,000 technicians, thousands of businesses consider us their trusted technology advisor. We fill a void in the marketplace because we understand business and technology and are able to help our clients leverage technology to their advantage. Our philosophy is simple – we work with you the way we’d want someone to work with us.

Ready to join a leading MSP? Contact TeamLogic IT.

**Synopsis

This role is one that will be split between client interaction and installations, ensuring system operation and functionality so that end users can accomplish business tasks, and project work which may include IT solution design and implementation. The objective of the Level 3 IT Engineer will be to focus on implementing solutions that will create a sound and functional IT environment for the clients, respond to support requests in a timely manner, be the initial reference point for all IT related tickets, and to ensure the satisfaction of the clients.

Good interpersonal skills are incredibly important as there will be interaction with clients, colleagues and vendors on a frequent basis. The ability to problem-solve at a high level, extraordinary customer service skills, strong multi-tasking and organizational skills are the keys to success in this position.

The Level III Engineer works jointly with the sales team to provide pre-sales and post-sales support, including tasks such as discovery meetings, site surveys, proposals and presentations on technical assessments, implementations and ongoing technical account management. The selected candidate will be results-oriented, self-motivated, energetic, professional, reliable and a team player.

This position has the ability to mature into a significant leadership role based upon the candidate’s experience, interpersonal skills and management capabilities. The ability to communicate effectively in a positive and open manner is paramount and a positive attitude is one of the most important qualities for any candidate to have.

If you are searching for a role with the ability to grow within your career, this is a perfect opportunity for a technically adept engineer with excellent interpersonal skills and a thorough and creative problem-solving approach.

**IT Technician III Responsibilities:

• Provisioning and system setup for clients

• Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues

• Prioritize incidents and service requests according to defined processes to meet defined SLAs

• Advanced interpersonal skills, such as telephony skills, communication skills, active listening, and customer-care

• Resolve complex problems and technical issues, interacting with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals

• Use remote tools and diagnostic utilities to aid in resolving support requests

• Perform hands-on fixes at the desktop, server, storage or network device level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes

• Installing and configuring hardware and software components throughout various network infrastructure devices

• Oversee the design, development, implementation and analysis of technical products and systems

• Install IT Security related software and systems including antivirus or malware protection software

• Server administration via Active Directory, File & Print services, DNS, DHCP

• Network firewall and switch administration and maintenance

• Some network and server solution design and architecture

• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals

• Ensuring company safety and security standards are met

· May require on-call availability and may require working outside of business hours and weekends

** IT Technician III Requirements:

• College diploma or university degree in the field of Computer Science and/or 5 years equivalent work experience

• Exceptional written and oral communication skills

• Experience with desktop and server operating systems including Windows 10, Windows 11, Server 2016, Server 2019, Server 2022 and Mac OS

• Experience with Exchange

• Strong understanding of technology and business productivity systems

• Active Directory, Group Policy knowledge and experience

• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills

• Good problem-solving skills

• Excellent customer service skills

• Ability to work under moderate supervision

• Valid Driver License and ability to drive to customer locations when required

• Ability to lift or move technical equipment when necessary

• Experience supporting virtualized server platform solutions

• Experience supporting enterprise backup systems

• Microsoft Server certification preferred

• Microsoft Desktop operating systems certification preferred

• CompTIA Net+ and/or CompTIA Security+ certifications preferred

• Kaseya RMM and Autotask PSA Experience is a plus

• Experience with UTM firewalls is a plus

• Experience working for a Managed Service Provider is a plus

• Sales Engineering experience a plus