TalentoHC is actively partnered with a manufacturing organization seeking a L3 IT Support Technician to deliver exceptional customer service and technical support by troubleshooting, triage, and management of incident lifecycle for all supported business groups.
Job Responsibilities:
- Act as the escalation point for issues raised by the IT Tech Support team.
- Install, configure, and maintain IT hardware and software, including servers, desktops, laptops, and mobile devices.
- Address technical requests using the helpdesk management system, ensuring issues are tracked to resolution, updates are logged, and communication with users is clear.
- Conduct routine maintenance on servers, networks, and other essential IT systems to ensure optimal performance.
- Monitor system performance and uptime, taking proactive measures to maintain functionality.
- Analyze and troubleshoot errors in server systems and network infrastructure regularly.
- Diagnose and resolve complex hardware, software, and network-related problems.
- Support the setup, configuration, and management of network equipment such as switches, routers, and firewalls.
- Review and address daily network and server performance metrics, including availability, usage, and latency, and propose improvements.
- Oversee and enforce network security protocols to safeguard systems.
- Create and maintain comprehensive documentation for system configurations, procedures, and troubleshooting processes.
- Provide guidance and mentorship to junior IT team members.
- Lead or contribute to IT projects, including migrations, system upgrades, and deployments, working closely with cross-functional teams to ensure project goals are met.
- Simplify and communicate technical concepts to non-technical users.
- Coordinate problem resolutions with third-party vendors.
- Assist with managing endpoint detection and response systems like Sentinel One.
- Support patch management processes for workstations, servers, and network devices by reviewing, installing, and troubleshooting updates.
- Maintain accurate and up-to-date status reports and ticket notes.
- Provide after-hours and weekend on-call support as required.
- Administer and manage Office 365/Microsoft 365, Active Directory, and telephony systems, including handling password resets and account updates.
- Contribute to the development and upkeep of network documentation and procedures.
- Be flexible to occasionally work outside standard business hours.
Education and Experience Requirements:
- 5+ years’ experience in technical support.
- High school diploma or GED is required; a Bachelor’s degree in Information Systems or Networking Technologies is preferred.
- Strong technical expertise and advanced troubleshooting skills.
- Proven helpdesk experience supporting Windows 10, Windows 11, and Windows Server operating systems.
- Advanced proficiency in Windows Server and workstations within a Microsoft domain environment.
- Familiarity with Microsoft SQL Server, Windows Server operating systems, and related tools.
- Solid understanding of LAN and WAN technologies.
Talento Human Capital is an equal opportunity employer; people are at the center of what we do! Our organization continues to thrive through our ongoing commitment to building an inclusive and diverse workforce from different backgrounds and perspectives .
People + Passion + Perseverance = Progress
About Talento:
Talento Human Capital provides talent and organizational solutions enabling businesses to evolve beyond tactical human resources management. Our footprint spans across the US, Latin America, and Asia.