Paladin Consulting · 6 hours ago
Tier III Support Specialist
Farmers Branch, TX
Contract
Onsite
Senior Level
5+ years expPaladin Consulting is seeking a Tier III Support Specialist to provide advanced technical support and resolve escalated IT issues. The role involves mentoring junior staff, managing user accounts, and ensuring ITIL compliance while maintaining relationships with vendors and partners.
ConsultingHuman ResourcesInformation TechnologyStaffing Agency
Responsibilities
Mentor and Training: Provides mentorship and training to Tier I and Tier II Support staff, sharing technical expertise and guiding them in troubleshooting and best practices. Oversee knowledge base content by reviewing, updating, correcting, and publishing articles
Inventory and Budget Management : Oversees equipment purchase approvals, asset allocation, cost charge-outs, and maintains stock levels
Onboarding and Offboarding: Supports processes by managing user accounts and security access. Ensures licenses, role ‐ based permissions, equipment standards, and system configurations match the requirements of each job role, adjusting as needed for both new hires and existing employees
Customer Response Management: Ensures quality and timely responses to requests, defines standards for quality and customer satisfaction, recommends process improvements, and develops new procedures
Project Management: Completes company initiative tasks within the project management tool and sets milestones to support team goals
ITIL Compliance: Guides ITIL compliance for Problem and Change Management events. Conduct general testing and quality evaluation of new products (hardware and software) introduced into the organization
Vendor and Partner Relations: Establishes and maintains relationships with Partners and vendors
Systems Administrator Backup: Provides backup support for systems like D365 F&O, D365 CE, Microsoft Azure, Intune, Exchange, Office 365, SharePoint Online, Procore, OneHub, etc
Network Administrator Backup: Provides backup for network-related issues involving switches, WAPs, firewalls, storage, VPN, SDWAN, Cisco products, etc
Security Administrator Backup: Provides backup support for monitoring and securing the environment using tools like Microsoft Advanced Threat Analytics, Critical Start, etc
Qualification
Required
A minimum of five (5) years of recent and related work experience in IT in a technical role with similar responsibilities
Responsible for resolving escalated IT issues, performing advanced troubleshooting, and documenting all requests
Provides technical support for hardware and software installation, repair, maintenance, AV systems, and network-related problems
Serves as the escalation point for complex technical issues that exceed Tier I and Tier II support capabilities
Provides mentorship and training to Tier I and Tier II Support staff, sharing technical expertise and guiding them in troubleshooting and best practices
Oversees equipment purchase approvals, asset allocation, cost charge-outs, and maintains stock levels
Supports processes by managing user accounts and security access
Ensures quality and timely responses to requests, defines standards for quality and customer satisfaction, recommends process improvements, and develops new procedures
Completes company initiative tasks within the project management tool and sets milestones to support team goals
Guides ITIL compliance for Problem and Change Management events
Establishes and maintains relationships with Partners and vendors
Provides backup support for systems like D365 F&O, D365 CE, Microsoft Azure, Intune, Exchange, Office 365, SharePoint Online, Procore, OneHub, etc
Provides backup for network-related issues involving switches, WAPs, firewalls, storage, VPN, SDWAN, Cisco products, etc
Provides backup support for monitoring and securing the environment using tools like Microsoft Advanced Threat Analytics, Critical Start, etc
Post-secondary education from an accredited college/university with a concentration in Information Technology or certification from a state/nationally recognized IT technical school preferred
A minimum of five (5) years of recent and related work experience in IT in a technical role with similar responsibilities
Knowledge of and prior experience working with Microsoft products including, but not limited to: Azure, Microsoft 365, System Center Suite, D365 Finance & Operations (F&O), D365 Customer Engagement (CE), ITSM, DevOps, Exchange, Azure, Active Directory, ITIL, etc
Advanced computer skills are essential for efficient system use and proficient operation of the company's software tools
Ability to analyze, research and troubleshoot hardware and software issues using standard industry methods
Ability to work in a team environment and independently when appropriate
Strong people skills, such as communication, active listening and customer care are essential
Ability to multi-task and adapt to changes quickly
Ability to match resources to technical issues appropriately
Understanding of support tools, techniques and how technology is used to provide IT services
Requires established skills to perform a range of routine activities
Understands how the assigned duties relate to others in the team and how the team integrates with other related teams
Has no supervisory responsibilities; manages own workload
Recognizes and solves typical problems that can occur in own work area without supervisory approval; evaluates and selects solutions from established options
Impacts own team through the quality of the services or information provided; follows standardized procedures and practices and receives regular but moderate supervision and guidance
Uses communication skills to exchange straightforward information
Preferred
HDI, Network+, CCNA, Azure Fundamentals, or ITIL are desired
Company
Paladin Consulting
Paladin Consulting is a staffing and recruiting company that provides it and engineering consulting services.
1001-5000 employees
H1B Sponsorship
Paladin Consulting has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
2020 (1)
Funding
Current Stage
Late StageCompany data provided by crunchbase