What are the responsibilities and job description for the Customer Support Technician (Tier 3) position at ARK Solutions, Inc.?
Title: Customer Support Technician (Tier 3)
Location: - 801 N Broadway Avenue Bartow, FL 33830 (Onsite)
Hire Type: Contract
Scope of Work
Monitor, configure, maintain, and optimize enterprise network infrastructure including Aruba switches, wireless access points, cabling, and supporting systems to ensure availability, performance, and standards compliance.
Install, configure, maintain, and support physical servers used for network and infrastructure services, including hardware lifecycle management and redundancy validation.
Administer virtual server environments (Hyper-V and HCI), including provisioning, maintenance, performance monitoring, and high-availability configurations.
Serve as a Tier 3 escalation resource to diagnose, troubleshoot, and restore down or degraded network devices and services within established response time expectations.
Design, implement, and validate secure access controls, file server permissions, DFS configurations, and group-based ACLs in accordance with least-privilege and security standards.
Education
Bachelor’s or Master’s Degree in Computer Science, Information Systems, or other related field. One year of relevant work experience may be substituted for each year of required education. Example: AS Degree in Computer Science and two years of relevant work experience.
Experience
Minimum of 2 years of experience.
Primary Job Duties/ Tasks
Monitors network-related incidents and requests escalated from the Service Desk and resolves assigned tickets involving network and infrastructure systems.
Documents network troubleshooting activities, configurations, and resolutions in accordance with departmental documentation standards.
Identifies, analyzes, and resolves network and infrastructure issues using advanced troubleshooting tools, logs, and collaborative problem-solving techniques.
Provides professional customer service by communicating status, impacts, and resolution details related to network and infrastructure incidents.
Performs advanced network troubleshooting to determine root cause of outages, performance degradation, or configuration issues.
Installs, configures, and supports network infrastructure devices, including switches, wireless access points, firewalls, and related systems, following enterprise standards.
Collaborates with other IT teams to resolve issues that span network, server, and application responsibilities as needed.
Provides technical guidance and knowledge transfer to other technicians related to network infrastructure, configurations, and troubleshooting practices.
Supports and troubleshoots network-connected devices and services in coordination with other technicians and infrastructure teams.
Participates in network and infrastructure projects, such as network refreshes, wireless upgrades, server replacements, and technology modernization initiatives.
Supports network-dependent systems and services, ensuring connectivity, performance, and compatibility with enterprise applications and platforms.
Provides technical input and factual analysis to support team decision-making and infrastructure planning efforts.
Develops and maintains detailed network documentation, including diagrams, configurations, installation procedures, and troubleshooting guides.
Coordinates vendor support and service calls for network hardware and infrastructure components, including warranty and non-warranty repairs.
Maintains accurate records of network incidents, repairs, and vendor interactions related to infrastructure maintenance.
Installs, maintains, and supports specialized network or infrastructure-related software and services as assigned.
Evaluates, tests, and recommends network technologies and solutions, including hardware and software, to improve reliability and performance.
Assists with the configuration, troubleshooting, and support of network connectivity, including switches, VLANs, and wireless access.
Perform other related duties as assigned.
Ability to lift up to 50 lbs and stoop, climb / climb a ladder, squat, push, crawl, and bend in all types of weather.