Purpose of Job:

Responsible for exceptional client service that cannot be resolved by Tiers 1 & 2 support staff by providing Tier 3 technical support engineering through analyzing and troubleshooting the most difficult and advanced technical problems and resolving complex hardware, software, network, and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.). Investigate elevated client support issues by reviewing work completed by Tiers 1 & 2, confirm the validity of the problem, research known solutions to related issue and provide advanced troubleshooting by ensuring the intricacies of the challenging issues are solved. Utilize various diagnostic tools to identify root cause of hardware, software, network, and connectivity issues.

Provide thorough diagnostic and troubleshooting services to resolve client issues remotely; also performed on site for Key Accounts as designated. Design and develop one or more cour...