Tier 3 Helpdesk Support

American Technology Services LLC

American Technology Services (ATS) started in 1994 with the same mission as today, providing high-quality managed IT services, network support, and cybersecurity services to firms where quality matters most – the organizations that rely heavily on information technology and high levels of services. Over the years, ATS has built client trust that has lasted for years and years. As time goes forward, our consultative approach resonates well, and our "corporate knowledge" about our clients' IT operations helps our clients perform at a higher level.

About the Role

We are seeking a highly skilled Tier 3 Helpdesk Support Analyst specializing in Windows, Linux, and cloud environments to join our dynamic IT support team. The ideal candidate will have extensive experience in troubleshooting and resolving complex technical issues, providing advanced support, and ensuring the stability and performance of our IT infrastructure. This role demands a proactive and customer-focused professional capable of working in a fast-paced environment to deliver exceptional service and support.

What You'll Do

Technical Support:

• Provide advanced technical support for Windows, Linux, and cloud-based systems to resolve escalated issues from Tier 1 and Tier 2 support teams.
• Diagnose, troubleshoot, and resolve hardware, software, and network problems in a timely manner.
• Utilize remote support tools and on-site visits to resolve complex issues.

System Administration:

• Perform system administration tasks for Windows and Linux servers, including installation, configuration, maintenance, and monitoring.
• Manage and support cloud environments (e.g., AWS, Azure, Google Cloud) ensuring optimal performance, security, and availability.
• Implement and manage virtualization solutions (e.g., VMware, Hyper-V).

Incident and Problem Management:

• Identify, analyze, and resolve recurring issues and systemic problems, providing root cause analysis and implementing permanent solutions.
• Collaborate with other IT teams to ensure timely resolution of incidents and service requests.
• Document all support activities and resolutions in the ticketing system.

Customer Service:

• Provide exceptional customer service and support to end-users, ensuring high levels of satisfaction.
• Communicate effectively with technical and non-technical stakeholders, providing clear and concise information.
• Conduct user training sessions and create technical documentation as needed.

Continuous Improvement:

• Stay current with the latest technologies, industry trends, and best practices in IT support and system administration.
• Participate in continuous improvement initiatives to enhance service delivery and operational efficiency.
• Mentor and provide guidance to Tier 1 and Tier 2 support staff.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• At least 5 years of experience in IT support, with at least 3 years in a Tier 3 role.
• Strong expertise in Windows and Linux server administration.
• Extensive experience with cloud platforms such as AWS, Azure, or Google Cloud.
• In-depth knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Experience with ITIL framework and best practices.
• Relevant certifications such as Microsoft Certified: Windows Server, Linux Professional Institute Certification (LPIC), AWS Certified Solutions Architect, or equivalent are highly desirable.
• Excellent problem-solving skills and the ability to work independently and as part of a team.
• Strong communication skills with a customer-focused attitude.