What are the responsibilities and job description for the L3 Technical Support position at CTC USA, LLC?
Job Title: L3 Support
Location: Buffalo, WV
Duration: Long Term
About CTC:
Founded in 1996, CTC is a global IT services, Consulting and Business Solutions partner dedicated to helping organizations innovate, optimize, and grow. With over 2,000 professionals worldwide, we support more than 100 clients in transforming complex challenges into lasting competitive advantages.
Job Description:
What we’re looking for
- Tier 3 (L3) IT Infrastructure engineers comprise a technical team that deals with technical problems. Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, Level 3 tech usually has the most expertise in a company and is the go-to person for solving difficult issues.
- Responsible for providing support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems. This role is customer-facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents. Handles the tickets routed by L1 support or can they produce tickets for any issue they observe.
- Plays a key role as the front-line interface between our customer and the Product & Engineering team and operates as a second level of support after basic user-level Remote Support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements.
What you’ll be doing:
Network (LAN, WAN and Wireless)
- Troubleshooting & admin of Cisco Layer 2 & Layer 3 Routing, Cisco Wireless Networks, Cisco PBX Administration, Cisco standard protocols and Cisco CCNA certification.
- Ability to support IT Cabling, Infrastructure Planning, and Design. Examples of scope work (cable patching, switch config/deploy, port enable/disable, analyze network traffic).
- TCP/IP, DHCP, Subnetting, VLAN, POE.
- Experience with packet capturing example: Wire Shark.
- Network maintenance, support and refresh.
- Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution.
Data Center (Server Room) Management
- Site infrastructure knowledge (Power/UPS, HVAC, cabling, etc.).
- Experience installing and troubleshooting server room hardware components, such as Rack Servers, Fiber, switches, disk drives, memory, etc.
- Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution.
Server Management
- Must have experience in administering windows server operating systems e.g. Windows Server 2016, monitoring, troubleshooting, parts swaps/repair.
- DHCP, DNS, Print Server, File Shares, Microsoft SCCM.
- Smart Hands for remote teams & 3rd party vendor management for issue escalation/resolution.
- Working knowledge/experience supporting Hardware for servers, data backup libraries and SAN/NAS.
- Server, storage and backup systems maintenance, support and refresh: Rackmount, install and configure server hardware.
- Knowledge of Server 2012/2016 Policy and Security Management.
Critical plant floor hardware support
- Examples of work include items like MFG support (GALC, AER creation, PTCS, etc.).
- ANDON and PLC (Programmable Logical Controls) support knowledge.
- First level of support Business and Plant Floor applications, managing escalation of issues to the Subject Matter Experts (SME’s).
- Excellent troubleshooting (critical thinking), problem solving & root cause analysis skills for Outage & Problem Management.
- Exceptional customer service and ability to work well under pressure e.g. plant down situation, outages, critical plant floor equipment require a 15-minute turnaround time On-call 24x7 availability during non-work hours and ability to work flexible hours and overtime Site Management.
- Conference room support/Meeting support.
- Break fix
Qualifications/ What you bring (Must Haves):
- Cisco Networking Experience.
- 3 to 5 years of experience performing Level 3 responsibilities.
- Project Management Experience (IT).
- TCP/IP, DHCP, Subnetting, VLAN, POE knowledge.
Added bonus if you have (Preferred):
- Previous experience supporting a large corporate, manufacturing environment.
- Experience supporting and troubleshooting Business and Mission Critical applications.
- Knowledge of Cisco Voice over IP hardware/software/server operation/configuration.
- Provide technical assistance and support, and resolve problems related to the use of computer hardware and software Analyse, resolve, respond to, and document end user inquiries.
- Install desktop/Laptop, printers/scanners, and other peripheral software using approved tools.
- Troubleshoot Operating System issue. Connection issues with LAN/WAN.
- Conference room Support Experience.
Salary : $15 - $30