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Technical Support III

Technical Support III

Campbell CompaniesSalt Lake City, UT, United States
11 hours ago
Job type
  • Full-time
Job description

Overview

Technical Support III at CAMPBELL COMPANIES

The IT Support Specialist III is entrusted with implementing, administering, and supporting distributed systems, encompassing a wide array of end-user equipment, core infrastructure (servers, networking, firewalls), Microsoft and virtualized environments, all while upholding stringent security best practices. The position involves providing level 2 & 3 technical support and ensuring the seamless operation of the organization's technology. The ideal candidate combines a robust technical background with outstanding customer service skills and a passion for continuous learning and improvement within the Technical Services function.

Responsibilities

  • Ticket Management

Assess, plan, and resolve Tier 2 & 3 issues efficiently and effectively to minimize disruption to business operations and end-user activities.

  • Be available for critical escalations involving site outages and perform disaster recovery as needed.
  • Follow up with IT Support Specialist I & 2 escalations and provide insight regarding resolutions.
  • Deliver exceptional customer service and manage priorities to ensure critical tickets are addressed and resolved within established SLAs.
  • Refine and improve service delivery by enhancing the ticketing system, automating issue distribution and management, and implementing self-help capabilities and a knowledge base.
  • Call Transfer Support

    • Handle transferred calls to assist with escalated incidents or VIP customer support needs, ensuring a seamless escalation process.

  • Accept incoming calls regarding open tickets awaiting client response.
  • Manage handoffs from service management efficiently.
  • Collaboration, Communication, and Customer Service

    • Collaborate with teammates and customers to provide clear, effective communication during issue resolution.

  • Relay critical updates promptly and professionally between technicians and customers.
  • Serve as a role model for IT Support Specialist I & 2 technicians and interface with all levels of the organization with tact and professionalism.
  • Utilize strong verbal communication and telephone skills to support team collaboration and customer interactions.
  • Demonstrate excellent customer service, professionalism, and problem-solving.
  • Remain calm under pressure and maintain poise in challenging technical situations.
  • Provide advanced troubleshooting for escalated issues within corporate offices and other branch locations.
  • Documentation and Standards

    • Ensure accurate and up-to-date documentation of system changes and issue resolution activities.

  • Use change control processes to keep others informed of ongoing changes in client environments.
  • Adhere to Standard Operating Procedures (SOPs) and create SOPs for future use as needed.
  • Document troubleshooting steps with screenshots to continually update the ticket system knowledge base.
  • Development and On-Call Rotation

    • Participate in continual education and skills development through internal and external training.

  • Chart your own path for career advancement with leadership support.
  • Participate in the on-call rotation, providing after-hours support to end-users.
  • Perform all other duties as assigned.

    • Education / Experience

  • Associate or bachelors degree in computer science, information technology, or related discipline.
  • 3-5 years of experience in a Tier III Help Desk or IT support environment.
  • 3-5 years of experience using a ticketing system for issue resolution.

    • Skills and Competencies

  • Proficiency with Windows Server (2012 / 2016 / 2019 / 2022 / 2025).
  • Familiarity with virtualization (Hyper-V and VMware).
  • Experience with Microsoft 365 administration and troubleshooting, including PowerShell.
  • Proficiency with user account troubleshooting in local AD and Entra ID.
  • Understanding of mail flow and diagnosing mail flow issues (Exchange knowledge is a plus).
  • Strong understanding of Azure IAAS offerings (including AVD) and related services (storage accounts, Key Vault, file shares, Azure Backup); familiarity with Azure Cloud Shell is a plus.
  • Experience in core infrastructure management and implementation (servers, networking, firewalls) with knowledge of related protocols and standards (Firewalls : Sophos, Fortinet, Palo Alto; Networking : Velo, Aruba, Cisco).
  • CLI-based troubleshooting for switching tasks; comfortable with Windows and macOS workstation troubleshooting.
  • Solid understanding of DNS in enterprise networks and wireless network troubleshooting (Aruba).
  • Proficiency with backup solutions (Veeam; Datto experience desired).
  • Experience executing disaster recovery to restore operations during major outages.
  • Experience creating and reviewing PowerShell scripts.

    • Certification (Preferred)

  • At least one advanced-level certification is desirable (AZ-104, AZ-500, AZ-700, AZ-800 / 801, CCNP, FCSS, CompTIA Server+, CompTIA CySA+).

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • Machinery Manufacturing

    • Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about pay or disclosed pay details, as permitted by applicable law. 41 CFR 60-1.35(c).

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    Technical Support Iii • Salt Lake City, UT, United States

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