Tier 3 Service Technician

Job Description

Job Description

About Us

Information Systems Division, founded in 1988, is a full-service computer repair, computer sales, and network services company. We offer a vast range of solutions to meet the demands and needs of our customers’ expectations. We are looking for the right people to reinvigorate our team’s commitment to service excellence. We are currently seeking a Tier 3 Service Technician with strong technical expertise to join our team and provide advanced support, problem-solving, and guidance for complex client issues.

Position Overview

As a Tier 3 Service Technician, you will play a critical role in resolving advanced technical issues and serve as the final escalation point for our support team. This role requires extensive technical knowledge, excellent troubleshooting skills, and the ability to work collaboratively in a fast-paced environment. You will mentor Tier 1 and Tier 2 technicians, contribute to solution implementations, and play a key part in maintaining high client satisfaction.

This position involves supporting clients across our 7 locations and serving as the escalation point for all company technicians. You will work closely with the Location Managers and the CTO to coordinate advanced support efforts and ensure quality of service. The role is primarily focused on ISD clients, with the expectation of working onsite. Some travel may be required to support clients in Virginia, California, Connecticut, and within New York State.

Key Responsibilities

Customer Satisfaction

• Begin each day with a client-first mindset, focusing on service quality and relationship-building.

Advanced Troubleshooting and Problem Resolution

• Take ownership of escalated service tickets and resolve complex technical issues efficiently.
• Provide guidance and mentorship to Tier 1 and Tier 2 technicians.

Client Support and Communication

• Deliver top-tier client support, maintaining clear and proactive communication.
• Educate clients on technical issues and proposed solutions in layman's terms.

System Maintenance and Optimization

• Perform system analysis, upgrades, and routine maintenance to ensure reliability and performance.
• Recommend improvements to enhance system security and functionality.

Project Assistance

• Support project deployments, migrations, and upgrades, both remotely and on-site as needed.
• Adapt to dynamic project scopes and client needs.

Documentation and Knowledge Sharing

• Maintain detailed records of troubleshooting steps, resolutions, and configuration changes.
• Contribute to internal documentation and team knowledge base.

Team and Business Support

• Champion a collaborative, supportive work environment.
• Demonstrate humility, reliability, and alignment with company values.

Principles and Character

• Maintain a high standard of integrity, professionalism, and personal accountability.
• Show a consistent drive to improve and excel in all areas of responsibility.

Compensation and Incentives

• Base Pay: TBD
• Commission:
• 5% commission on hardware sales that meet defined margin criteria
• Additional commission opportunities available when partnering with the Business Development team to secure new or expanded client engagements
• Retirement: Employer-matched retirement contributions available

Qualifications

Experience

• Minimum 7 years in IT support or within a Managed Service Provider (MSP) environment
• At least 2 years of experience at Tier 3 or higher engineer level
• Proven track record of independently resolving advanced technical issues

Technical Skills

• Expertise in Windows Server, Active Directory, and Office 365 administration
• Strong networking knowledge including firewalls, VLANs, and VPNs
• Advanced experience with virtualization platforms, specifically VMware and Microsoft Hyper-V
• Familiarity with RMM and PSA tools (e.g., ConnectWise Manage)
• Knowledge of compliance standards such as NIST or CMMC (a plus)

Soft Skills

• Strong analytical and critical thinking
• Excellent communication and customer service orientation
• Ability to work independently and prioritize effectively

Certifications

Not required, but appreciated. Examples include:

• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Azure Administrator Associate
• Other relevant credentials

Intangibles We Value

• Problem Solver: You won’t stop until the issue is resolved.
• Tenacity: You don’t quit – unless the boss says it’s time.

Job Type: Full-time

Benefits:

• 401(k) matching
• Health insurance

Schedule:

• 8 hour shift
• On call

Work Location: In person