Our client is an industry leader of managed Desktop as a Service (DaaS) with a worldwide presence. While servicing a variety of industries, they specialize in offering strong security and industry standard compliance packages for Health Care, Financial, and other vertical markets. As an MSP, they service many customers each, with a unique business case.
As a Senior Technical Support L3, you will accept escalations from L1 and L2 team members or route issues to other levels and teams as appropriate. Beyond Operating System level knowledge, you will support virtualization and cloud infrastructure components, basic and intermediate networking, infrastructure storage, and other services that support the customer Desktops.
Duties and Responsibilities:
• Watch ticket queue for new and escalated issues, works technical problem toward resolution.
and frequently provides relevant customer updates. Knows when to escalate or close issues as required.
• Respond quickly to new issues and prioritizes urgent issues.
• Assist with infrastructure related concerns such as host alerts, workload balancing, networking,
• storage, etc. To quickly restore customer services.
• Log into phone queue to accept roll overs from lower support tiers and communicates with customers as required.
• Accept escalations from L1 and L2 engineers with the goal to resolve tickets with technical accuracy.
• Complete assigned maintenance tasks such as Win-dows Updates, applying software patches,
and publishing changes to production and test desktop pools.
• Help performance tune server and desktop workloads to meet customer application demand.
• Work closely with technical leadership and customer success managers to provide recommendations, write clear methods of procedures, submit change requests, and plan scheduled work.
• Review and update customer runbooks as appropri-ate to ensure completeness and information accura-cy.
• Optional: Develop automation workflows and code/playbook for troubleshooting, repair, upgrades, software installations, etc. Desktop (10/11).
• Intermediate level knowledge of Virtualization, Virtual Desktop Infrastructure, and related tools.
• Bachelor of Computer Science, Information Technology graduates or comparable experience
• At least 5 years of experience in L3 Desktop Support.
• Proficient with Monitoring panel views, configuration, and agents,
• Proficient with trouble ticketing system workflow and ticket management, such as ZenDesk.
• Intermediate level knowledge of Windows Servers, Active Directory, SMB file servers,
Networking (physical & SDN), virtualization, IaaS Cloud, Windows Desktop (10/11).
• Intermediate level knowledge of Virtualization, Virtual Desktop Infrastructure, and related tools.
• Experience with Cloud Providers such as AWS, Azure, GCP, or IBM.
• Nutanix AHV Experience
• VMware ESXi Experience
• VMware Horizon Experience
• Citrix Experience
• One or more of the following industry recognized certifications:
o Comptia A+,
o Comptia Network +,
o Comptia Server + (or) Cloud +,
o VMware VCP or higher,
o Microsoft MTA in Windows or higher,
o Comptia Linux+ or Red Hat RHCSA.
• Mid-career level with intermediate to advanced applied knowledge of:
o Infrastructure [servers, firewalls, routers, load balancers]
o Storage systems [SAN, NAS, vSAN]
o Operating system [windows desktop & server]
o Services [DNS, AD/LDAP, backup, RMM, patching, Antivirus]
o VMware [vCenter, ESXi, Horizon, NSX]
o SSL Certificates.
• Ability to provide technical support and resolve requests in a timely and efficient manner.
• Experience with cloud platforms
• Excellent English communication skills to successfully collaborate with foreign counterparts.
Advantageous Skills / Technologies:
• Knowledge of security hardening and compliance
• VOIP and Teleconferencing software
• SSO and 2-Factor / MFA Authentication such as SAML, DUO or TrueSSO.
• Cloud Native and IaaS Hyperscaler Cloud providers (AWS, Azure, GCP)
• Ubuntu, SLES, RHEL or other commercial Linux operating systems
• DevOps/Agile practices such as Scrum and Kanban
• DevOps/Agile tools, such as Atlassian Jira or Asana, Git/GitHub, CI/CD, Jenkins, etc.
• Automation using Ansible, Chef, Bolt, Puppet, or similar
