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Job description
Tier-3 Technology Support Technician - San Diego, CA
Under the direction of the Technology Support Manager, the Tier-3 Technology Support Technician is the final escalation point within the Client and Technology Support department. Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier-3 Support Technician. The Tier-3 Technician is capable of trouble-shooting and resolving the most difficult and complicated issues. This position works closely with the Technology Engineering department. The Tier-3 Support Technician is the escalation point for all technology support issues in the ScaleMatrix Data Center network. Tier-3 Support Technicians are required to provide clear and concise communication with all forms of client and internal interactions.
Responsibilities
Primary escalation point technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff
Responsible for advanced trouble-shooting of supported services
Provide training to Tier-1 and Tier-2 Support Technicians
Provide ‘on-site’ support, as needed or required
Responsible for escalating issues that are unable to be resolved by Tier-3 to the appropriate Technology Engineer.
Act as a backup for Tier-2 Support Technicians
Documenting interactions in ScalePanel Client Portal
Documenting support-related processes and procedures (SOP)
Maintaining Service Level Agreements (SLA) on tickets in the ScalePanel
Accurately documenting and classifying client requests and incidents
Establishing and maintaining our Matrix TotalCare relationship with clients, vendors and internal departments
Providing courteous and professional communication with clients and internal departments
Insuring Matrix TotalCare support standards are followed from beginning-to-end of each client and internal department interaction
Perform daily shift-driven tasks assigned by the Manager of Technology Support
Provide coverage, as needed, for the SOC Tier-1 & Tier-2 Teams
Qualifications
Strong working knowledge of Windows Operating System
Strong working knowledge of Windows Server
Strong working knowledge of popular Windows-based applications
Strong logic and trouble-shooting skills
Excellent written and verbal skills
Ability to work unsupervised
Ability to handle multiple priorities
Ability to also work as a member of a team
Ability to follow directions
Strong organizational skills
Ability to think outside the box
Represent ScaleMatrix in a professional manner, especially when performing on-site support
Able to lift up-to 50 pounds
Up to 25 percent travel required
US Citizenship, or proper eligibility to work in the US
High-school diploma or equivalency (GED)
A+ Certification is a plus
Any other industry recognized certifications are a plus as well
Previous data center or management experience are a plus
Tier-3 Technology Support Technician - San Diego, CA
To apply for this position, send your resume to and include Tier-3 Technology Support Technician - San Diego, CA resume as your subject line.
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Worksite address
san diego, CA, 92189, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.