Job Title:

Tier 3 Help Desk Engineer

Location:

Piedmont Technical Experts – Greensboro NC

Position Type:

Full-Time

Job Summary:

The Tier 3 Help Desk Engineer is a highly skilled technical expert responsible for resolving the most complex IT issues and leading critical IT projects. In this role, you will handle escalated technical problems from Tier 1 and Tier 2 support, provide in-depth troubleshooting, and implement long-term solutions. Additionally, you will play a key role in planning, executing, and overseeing IT projects, ensuring that they are completed on time and meet the organization’s needs.

Key Responsibilities:

Advanced Technical Support: Provide expert-level support for escalated IT issues, including complex hardware, software, and network problems. Act as the final point of escalation within the help desk team.
Problem Resolution: Diagnose and resolve advanced technical issues, utilizing deep knowledge of operating systems, networking, server management, and enterprise applications. Implement permanent solutions to recurring problems.
IT Project Management: Lead and participate in IT projects, including system upgrades, network expansions, security implementations, and new technology deployments. Manage project timelines, resources, and deliverables to ensure successful completion.
System Design and Implementation: Collaborate with IT leadership to design and implement new systems and infrastructure improvements. Provide technical expertise in the evaluation and selection of hardware and software solutions.
Mentorship and Training: Mentor Tier 1 and Tier 2 engineers, providing guidance on complex issues and helping to improve their technical skills. Conduct training sessions to ensure the help desk team stays current with emerging technologies and best practices.
Documentation and Knowledge Management: Create and maintain detailed documentation for advanced troubleshooting procedures, system configurations, and IT projects. Contribute to the development of the knowledge base used by the entire IT support team.
Incident Management: Take ownership of critical incidents, coordinating with various teams to ensure rapid resolution. Perform root cause analysis to prevent future occurrences and improve overall system reliability.
Vendor Management: Work with third-party vendors to resolve issues related to hardware, software, and services. Evaluate vendor solutions and manage relationships to ensure optimal performance and support.

Qualifications:

Education: Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred. Equivalent experience may be considered.
Experience: 4-6 years of experience in IT support roles, with a minimum of 2 years in a Tier 3 or senior-level technical support position. Proven experience managing IT projects and implementing technical solutions.

Skills:

– Extensive knowledge of Windows and Linux operating systems, networking (including firewalls, routers, switches), and server administration (including virtualization and cloud platforms).
Strong project management skills, with the ability to lead projects from conception to completion.
Excellent problem-solving abilities, with a focus on root cause analysis and long-term solutions.
Strong communication skills, capable of explaining complex technical concepts to both technical and non-technical stakeholders.
Ability to work independently and as part of a team, often under pressure to meet deadlines.

Certifications:

Advanced certifications such as Microsoft Certified: Azure Solutions Architect, Cisco Certified Network Professional (CCNP), CompTIA Advanced Security Practitioner (CASP+), ITIL Expert, or equivalent are highly desirable.

Work Environment:

This position primarily operates in an office environment, with occasional requirements for on-site support and travel to client locations. On-call availability may be required for critical issues or project deadlines.

Ability to lift and transport IT equipment (up to 50 lbs) as necessary.

Why Join Piedmont Technical Experts?

At Piedmont Technical Experts we are a growing Managed Service Provider, where we offer a challenging and rewarding environment where your expertise will be valued. We provide competitive compensation, a comprehensive benefits package, and opportunities for professional growth. If you’re passionate about technology and ready to take on a leadership role in IT projects, we’d love to hear from you.

How to Apply:

Please submit your resume and a cover letter detailing your experience and interest in the Tier 3 Help Desk Engineer position to careers@piedmonttechnicalexperts.com and will be reviewed upon receipt, and qualified applicants will be contacted as positions open.

Equal Opportunity Employer:

Piedmont Technical Experts is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.