Tier 3 Support Technician

Job Summary

Tier 3 Support Technician, this full-time role serves as the senior escalation point for complex technical issues, providing advanced support across various devices and systems while mentoring junior technicians.

Key Responsibilities

• Resolve complex technical issues across workstations, mobile devices, software, and infrastructure
• Train and mentor Tier 1 and Tier 2 technicians while ensuring adherence to SOPs and ticketing discipline
• Identify recurring issues for root-cause remediation and collaborate with technology vendors for escalated tickets

Required Qualifications

• High School Diploma or GED required
• 2+ years of experience as a Tier 2 technician or equivalent senior support experience
• CompTIA A+, Network+, and Security+ certifications required
• Demonstrated experience in escalation handling and mentorship of junior technicians
• Proven track record of managing ticket throughput and meeting performance KPIs