Level 3 Help Desk Technician

As a Level 3 Help Desk Technician at BuzzRx, your primary responsibilities include acting as the highest escalation point for technical issues, diagnosing and resolving complex hardware, software, and networking issues, and providing advanced support for Microsoft 365, Entra, Azure, and Intune environments. You will also manage and troubleshoot Mosyle MDM for Apple device management, administer AWS infrastructure, and participate in various IT projects that enhance company operations.

To qualify for the Level 3 Help Desk Technician role at BuzzRx, candidates should have at least 8 years of IT help desk experience and 5 years in advanced technical roles such as Level 2 or 3 technician or systems engineer. Expertise in Microsoft 365, Entra, Azure, and Intune is essential, along with strong knowledge of VPN configuration and experience supporting various operating systems.

Technical skills that are particularly valuable for the Level 3 Help Desk Technician at BuzzRx include proficiency in Microsoft 365, Entra, Azure, Intune, Mosyle MDM, and AWS. Strong knowledge of troubleshooting issues in both Windows and macOS environments, as well as scripting experience (preferably PowerShell) for automation, will significantly benefit your role.

At BuzzRx, supporting the professional growth of our Level 3 Help Desk Technicians is a priority. You’ll have opportunities to train and mentor junior staff, engaging in continuous learning and staying up-to-date with the latest technologies. Additionally, the collaborative team environment fosters knowledge sharing and provides a platform for personal and professional development.

As a Level 3 Help Desk Technician at BuzzRx, you will work remotely, offering you flexibility and the comfort of a home office. The work environment is dynamic, collaborative, and innovation-focused, where technology solutions are embraced, and your contributions are valued.

In answering this question, highlight specific experiences where you've utilized Microsoft 365 to resolve user issues. Mention any particular challenges you faced and how you addressed them, demonstrating your expertise with the platform, and your ability to communicate solutions effectively.

When addressing this question, outline your systematic approach to diagnosing issues. Discuss methods such as gathering user information, recreating the problem, and utilizing diagnostic tools. Explain how your experience helps you think critically and resolve problems efficiently.

In your response, detail your experience with AWS, including any specific applications or services you've managed. Talk about projects or tasks that involved cloud deployments and how you ensured security and compliance within the cloud environment.

For this question, emphasize your ability to prioritize tasks effectively. Outline your strategy for assessing urgency, managing your time, and communicating with your team to ensure that all issues are resolved in a timely manner.

When discussing this scenario, provide a specific example that showcases your communication skills. Explain how you adjusted your language and approach to ensure the user understood the concept clearly while maintaining their confidence in your technical abilities.

In your answer, discuss your focus on effective communication and follow-up. Explain the importance of listening to the user's concerns, offering timely resolutions, and confirming their issue is fully resolved to maintain high customer satisfaction.

Highlight the specific tools and software you use regularly for troubleshooting, such as diagnostic utilities, ticketing systems, and remote support applications. Discuss how these tools enhance your efficiency and effectiveness as a technician.

Discuss your strategies for staying informed about the latest advancements in technology, such as online courses, certifications, attending webinars, and participating in industry forums. Demonstrate your commitment to continuous learning and professional development.

Provide examples of how you've implemented and adhered to IT security best practices in your previous roles. Discuss your knowledge of MFA, endpoint protection, and compliance standards, emphasizing the importance of security in your work.

In your response, choose a notable technical challenge you faced, detailing the steps you took to diagnose and resolve it. Highlight your problem-solving skills and what you learned from the experience to reinforce your capabilities as a Level 3 Help Desk Technician.