Desktop Engineer III

Job Responsibilities:

Incident Escalation: Monitoring support queues to ensure incidents are escalated appropriately and capturing detailed information about the issue.
Complex Troubleshooting: Tackling complex incidents that require in-depth troubleshooting escalated by Tier 1 and 2 support teams.
Knowledge Sharing: Creating knowledge articles and technical content for other support tiers and contributing to the collective expertise within the organization.
Problem Resolution: As subject matter experts, they will actively participate in resolving major incidents and will document recovery attempts before escalating.
Senio Escalation Point: Handling the most challenging incidents, acting as the senior point of escalation.
Solution Creation: Creating new solutions, such as code fixes for applications and hotfixes for network equipment.

Job Requirements:
Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience)
3+ years of experience in IT support roles
Hands on experience with monitoring, network diagnostic, and network analytics tools.
Solid grasp of the OSI or TCP/IP model
Proficiency in networking protocols such as IPSEC, HSRP, BGP, OSPF, etc.
Certificates are preferred but not required (CCNP, CCIE, CISSP, etc.)