Technical Support level 3

Functions:

Act as an escalation point for Junior/Senior Support Technicians

Provide assistance to Junior/Senior Support Technicians, when necessary

Research and resolve complex issues requiring detailed systems and applications knowledge

Configure and install deployed systems as needed.

Interface with customers regarding vendors, equipment, and software to resolve customer concerns

Assist in the development of procedures and training materials to train users in the proper use of hardware or software.

Create and maintain knowledgebase articles to foster customer self-help tools available on-line.

Typical Work Expectations:

Configure, assess and resolve Windows Hyper V Virtual Machines/Host Machines

Diagnostics of Network Related Issues on Servers, PCs, and other Networked Devices via Firewall

Configuration and Deployment of Windows Roles and Features to include Active Directory, DNS, DHCP, Print Management and File Services

Troubleshooting complex software related issues impacting the performance of end-users

Troubleshooting and solving server, desktop and network device issues

Executing Assigned Projects in conjunction with Software, Desktop, Server Migrations, Installations, and Upgrades

Requirements:

Outstanding organizational and time management skills

Excellent interpersonal and communication skills both written and verbal

Ability to comfortably and energetically present solutions to clients and SOS Staff by phone, chat, email or in-person

Capable of multitasking within a fast-paced environment

Dedicated to values of team building

Committed to assigned tasks and eager to accomplish goals until completion

At least Upper-Intermediate level of English

Qualifications:

Knowledge of advanced networking concepts

Understanding of Windows Active Directory, Email, and Microsoft Office Suite (Outlook, Word, Excel).

Knowledge and Familiarity with networking hardware and software (Routers, Access Points, and Switches).

Knowledge of Desktop Operating Systems, Windows 7, Windows 8, and Windows 10

Knowledge of Server Operating Systems, Windows Server 2008/2012/2016

3-5yrs of Technical Support Experience (for the senior position)

1-2yrs of Technical Support Experience (for junior)

Job Type: Full-time

Working hours for level 3 from 4 PM to 12 AM (GMT+3)

Working hours for level 2 M,W,F from 4 PM to 12 AM T,T 7PM-3AM

Work from home remotely

The salary depends on experience.