Technical Support Engineer - Tier 3

As a Tier 3 Service Technician, you will play a crucial role in our healthcare-focused managed solutions team. Your primary responsibility will be to provide advanced technical support and troubleshooting expertise to resolve complex issues and ensure the efficient operation of our clients' IT systems. This role requires a deep understanding of various technologies, including Meraki, Windows, Azure, Networking, backups, and Ubiquiti, as well as excellent problem-solving and communication skills.
 

Responsibilities:

1. Provide expert-level technical support to resolve escalated issues from Tier 1 and Tier 2 technicians.
2. Work as part of a Professional Services Project Team that designs, upgrades, installs infrastructure for clients.
3. Troubleshoot and resolve complex technical problems related to Meraki, Windows, Azure, Networking, backups, VOIP, and Ubiquiti systems.
4. Work closely with clients and internal teams to understand their IT infrastructure, requirements, and challenges.
5. Design and implement advanced solutions to optimize network performance, security, and reliability.
6. Collaborate with project teams to deploy, configure, and maintain various technology systems in healthcare environments.
7. Conduct thorough system analysis, root cause analysis, and documentation of troubleshooting steps and solutions.
8. Develop and maintain technical documentation, including network diagrams, standard operating procedures (SOPs), and knowledge base articles.
9. Participate in the on-call rotation and respond to critical incidents promptly, ensuring 24/7 availability of support.
10. Stay up to date with emerging technologies, industry trends, and best practices in healthcare IT.
11. Provide training and mentorship to Tier 1 and Tier 2 technicians, contributing to their professional growth and skill development.
12. Travel required for on-site visits of clients for project deployments.

Qualifications:

1. Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
2. Proven experience (3+ years) in a similar technical support role, preferably within the healthcare industry.
3. Strong knowledge of Meraki, Windows, Azure, Networking, backups, VOIP, MDM, and Ubiquiti technologies.
4. Familiarity with healthcare-specific applications and systems is a plus (e.g., EHR, EMR, PACS, RIS).
5. Industry certifications such as CCNA, MCSE, CompTIA Network+, or equivalent are highly desirable.
6. Solid understanding of network protocols, routing, and security principles.
7. Experience with virtualization technologies (VMware, Hyper-V) and cloud platforms (AWS, Google Cloud) is advantageous.
8. Proficient in conducting system diagnostics and troubleshooting complex issues independently.
9. Excellent communication and interpersonal skills to effectively interact with clients and team members.
10. Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a dynamic environment.

We offer competitive compensation packages, comprehensive benefits, and opportunities for professional growth and development. Join our team and make a meaningful impact on healthcare technology while advancing your career in the IT industry.
 

Note: This job description serves as a general summary of responsibilities and qualifications and may evolve as per the company's requirements.