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MTS Helpdesk Engineer Level 3

Webrecruit North America • Chicago, IL

Posted 10 days ago

Job Snapshot

$Market Competitive
Internet - ECommerce
Information Technology


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Job Description

MTS Helpdesk Engineer Level 3 
Chicago, IL 
$Market Competitive 

Prescient Solutions is an award-winning, Chicagoland-based IT outsourcer. For 23 years we have been providing CIO-level advisory support as well as on-site and remote IT services to small, mid-sized and global organizations and government entities. 

We are looking for a self-motivated MTS Helpdesk Engineer Level 3 to join our expanding Managed Technology Services (MTS) team in Chicago, IL. The MTS group is the virtual IT service desk for small to medium organizations around the country and operates on a 24x7x365 basis. 

If you are looking for an opportunity to launch your IT career and join a company that values the ability to learn and advance, this is your chance! 

As the MTS Helpdesk Engineer Level 3, you will support and set up client desktops, laptops and applications remotely. You will provide advanced end user support to meet established service levels and assume responsibility for resolving the helpdesk ticket queue. 

Essential Duties and Responsibilities 

- Answers escalated calls from Level II;  
- Acts as an overflow for Level I unanswered calls when volume dictates;  
- Handles projects and outbound assignments;  
- Handles tickets Level II technicians are unable to complete, including document resolution and ticket closure;  
- Serves as live assistance and Subject Matter Expert for Level I & II technicians to help answer questions to achieve their G&Os;  
- Provides a supervisory escalation path before Manager/Director involvement; 
- Provides additional call quality monitoring and quality audits to the Manager/Director; and  
- Completes project-based work after supporting Level I and II Technicians. 

To apply for the role of MTS Helpdesk Engineer Level 3, please apply via the button shown. 

This vacancy is being advertised by Web Recruit LLC. Web Recruit, LLC is in the business of performing recruitment services. 

Additional Keywords: MTS Helpdesk Engineer Level 3, MTS Helpdesk Engineer, Helpdesk Engineer, IT Helpdesk Engineer, Technical Support Engineer, Managed Technology Services Engineer, Service Desk Engineer, IT, Technical Support.

Job Requirements

To become our MTS Helpdesk Engineer Level 3, you will need: 

- At least five years’ experience and/or to be MSP qualified with Remote Support Center or highly metric environment experience as both a level I & II Technician; and 
- Proficiency with Windows Server(s) and Workstations O/S, SANs, Firewalls, Switches, ISPs, Cisco, Hyper-V and VMware and advanced troubleshooting.

The ideal MTS Helpdesk Engineer Level 3 will have Microsoft Certifications; Data Center, Office 365, CompTIA A+, Network+, Microsoft, Cisco and iOS certifications, however these are by no means essential. 
Job ID: BABAC1210/SB
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