Tier III Support Technician

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business.

As an IT Support Technician – Tier 3 at OsecoElfab, you will serve as a catalyst for change, driving the implementation of new digital solutions across the organization. In this role, you will take a hands‑on approach to providing technical support for client‑side devices and software, while also having the opportunity to engage with network infrastructure components like switches and servers. By leading projects and fostering user engagement, you will contribute to enhancing user experiences and the overall technological landscape. This role includes a combination of higher‑level technical support and basic Tier I responsibilities.

The technician will be responsible for troubleshooting, supporting, and configuring various IT systems while ensuring the smooth operation of day‑to‑day IT functions. The technician will also contribute to the ongoing improvement of IT processes and solutions, handling everything past Tier I up to Tier III for support.

In addition to the outlined responsibilities, all employees are expected to consistently uphold and embody our company's core values and behaviours in their daily work, fostering a culture of integrity, collaboration, and excellence.

• Provide Tier III technical support across multiple departments.
• Perform both basic and more advanced troubleshooting to resolve IT-related issues.
• Administer and support systems, including Active Directory, domain trusts, SharePoint, and network infrastructure.
• Handle desktop, server, wireless, and network-related issues, ensuring system uptime and performance.
• Assist in imaging and deployment of desktops, laptops, and other devices.
• Collaborate with cross-functional teams to ensure seamless IT operations and user satisfaction.
• Create and maintain documentation for IT procedures and systems.
• Participate in projects to implement new technologies and improve current systems, including virtualization technologies.
• Train junior staff on IT processes and tools as needed.
• Manage incidents, service requests, and changes using the company’s helpdesk system.

This job description provides a comprehensive overview of the main responsibilities expected in this role. However, it is not an all-encompassing list and may be updated in the future to reflect changing role requirements and business needs.

• Proven experience in a Tier III support role.
• Strong knowledge of Active Directory, including domain trusts and group policies.
• Proficiency with network troubleshooting and administration, including wireless technologies.
• Experience in desktop and laptop imaging solutions (no specific tool required, training will be provided).
• Proficiency in managing and supporting Microsoft technologies, including SharePoint.
• Ability to manage multiple priorities, tasks, and incidents while maintaining attention to detail.
• Familiarity with VMware virtualization.
• Excellent communication and problem-solving skills.

• Proficiency with imaging solutions.
• Proficiency with Active Directory, including managing domain trusts.
• Strong troubleshooting and diagnostic abilities to handle issues from Tier II to Tier III support.
• Experience with wireless networking technologies.
• Proficiency in server log monitoring to ensure proactive maintenance and troubleshooting.
• Ability to work both independently and as part of a team.
• Strong organizational and time management skills to meet deadlines and complete tasks efficiently.
• Excellent verbal and written communication skills.
• Flexibility to adapt to changing technologies and priorities.
• Project leadership experience.
• Proficiency in using tools like SharePoint and virtualization platforms (VMware).
• Ability to handle Tier I support and escalates or resolves more complex issues from Tier II to Tier III.

• A bachelor’s degree is not required but would be a plus.
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), Microsoft 365 Certified, or VMware certification are preferred.