L3 project technician

What we're looking for: Tier 3 (L3) IT Infrastructure engineers comprise a technical team that deals with technical problems. Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, Level 3 tech usually has the most expertise in a company and is the go-to person for solving difficult issues. Responsible for providing support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems. This role is customer-facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents. Handles the tickets routed by L1 support or can they produce tickets for any issue they observe. Plays a key role as the front-line interface between our customer and the Product & Engineering team and operates as a second level of support after basic user-level Remote Support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements.

Description:

Part of Site Services, handling end-user, and project-based network support, including infrastructure and conference room systems. Provide L3 support across LAN/WAN, covering configuration, troubleshooting, and issue resolution. Manage network infrastructure (switches, cabinets), including installation and upgrades. Ensure proactive issue management aligned with project needs. Coordinate with vendors and stakeholders for quotes and execution. Candidate will be working on the shop floor.

Must have:

Strong experience in Cisco LAN/WAN and network hardware (switches, cabinets). Capable of end-to-end network support with effective troubleshooting and escalation. Strong communication and coordination skills for cross-functional collaboration.

Pay:

$29.00 - $32.00 per hour

Work Location:

In person