Tier 3 Service Desk Specialist | Work from Home

Req ID: 5161
Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a Tier 3 Service Desk Specialist who will be working with Connext's Client in the United States of America.

What's in it for you?

• Competitive compensation

• Perfect Attendance Bonus

• Life insurance

• HMO Insurance

• Great company culture

• 25% Night Differential

What is the job?

The Tier 3 Service Desk Specialist is responsible in serving as a senior technical resource responsible for resolving complex IT issues across multiple client environments.

Responsibilities:

• Serve as a trusted technical resource for complex IT support needs across multiple client environments.

• Diagnose and resolve difficult or non-routine technical issues across Windows, macOS, Microsoft 365, Google Workspace, and cloud/on-premise environments.

• Own technical issues end-to-end, including investigation, root-cause identification, resolution, documentation, and client communication.

• Provide advanced support for networking components, including firewalls, switches, VPNs, DNS/DHCP, Wi-Fi, and routing.

• Partner with technical teams in a non-tiered support structure to coordinate cross-functional troubleshooting and resolution.

• Participate in client projects involving migrations, deployments, security initiatives, system upgrades, and other technical changes.

• Research unfamiliar technologies and use logical troubleshooting, experimentation, and available resources to identify solutions.

• Identify opportunities to improve support processes, documentation, automation, and technical tooling.

• Maintain accurate technical documentation and contribute to internal knowledge resources.

• Communicate technical issues and solutions clearly to both technical and non-technical stakeholders.

• Manage multiple client issues and competing priorities while maintaining service quality and timely resolution.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related technical field.

• Minimum of five (5) years of demonstrable experience in an MSP, fast-paced, multi-client, or multi-site IT support environment.