Level 3/4 Technical Support

As a Level 3/4 Technical Support Technician at our dynamic digital marketing agency, your primary responsibilities will include advanced troubleshooting of technical issues, managing IT infrastructure, resolving incidents escalated from lower support tiers, optimizing system performance, and providing mentorship to junior support staff. You will also handle cybersecurity protocols to ensure our systems remain secure.

To be considered for our Level 3/4 Technical Support Technician position, you should have a minimum of 5 years of experience in advanced technical support or systems administration. Deep expertise in Windows and Linux servers, networking protocols, and cloud services like AWS or Azure is essential. Relevant certifications such as Microsoft MCSE, Cisco CCNA/CCNP, or CompTIA Security+ are highly preferred.

Success as a Level 3/4 Technical Support Technician in our digital marketing agency requires strong problem-solving skills, excellent communication abilities, and a thorough understanding of cybersecurity practices. You should also be adept at explaining complex technical concepts in a clear manner to non-technical stakeholders, alongside having practical experience in infrastructure management.

Our agency’s work culture is vibrant and supportive, emphasizing innovation, collaboration, and personal growth. You’ll have opportunities for continuous learning and development while working in an environment that values your contributions and recognizes achievements. Plus, the flexibility of remote work allows you to thrive in your personal and professional life.

The salary for the Level 3/4 Technical Support Technician role ranges from R23,000 to R27,000 AUD per month. This is negotiable based on your level of expertise and experience, reflecting our commitment to attracting top talent within our dynamic digital marketing agency.

When troubleshooting a critical IT issue, I start with gathering all relevant information and understanding the impact of the problem. I would apply systematic techniques – isolating the cause, testing solutions, and documenting the process. Communication with involved parties is crucial to keep everyone informed.

My experience with cybersecurity protocols includes managing firewalls, configuring anti-virus software, and implementing data encryption. I also regularly stay updated with best practices to mitigate risks and ensure compliance with relevant regulations, providing a robust defense for the organization’s data.

I am proficient in various IT support tools including remote desktop software, ticketing systems like Zendesk or Jira, and performance monitoring applications. Additionally, I have experience with cloud platforms such as AWS and Azure, which are crucial for modern infrastructure management.

To explain a complex technical problem to a non-technical stakeholder, I would use straightforward language and relatable analogies. I focus on the implications of the issue rather than the technical details while ensuring they understand the steps taken towards a resolution.

In mentoring junior technicians, I emphasize hands-on learning and encourage them to troubleshoot issues independently while providing guidance. Regular feedback sessions and collaborative problem-solving opportunities help bolster their confidence and technical understanding.

I have extensive experience in managing both on-premise and cloud-based IT infrastructure. This includes routine maintenance, optimization, and security oversight to ensure high performance and availability of systems. I also evaluate infrastructure needs and recommend enhancements.

I once dealt with a significant server outage that escalated beyond Level 2 support. I efficiently gathered pertinent data and communicated the gravity of the situation to the next management level. The collaboration led to a swift resolution and minimized downtime, showcasing the effectiveness of escalations in critical situations.

My approach to system upgrades involves thorough planning, including impact analysis and creating a rollback strategy. I ensure backups are in place and maintain clear communication with users regarding downtime. My goal is to minimize disruption while enhancing system performance.

One challenging problem involved a persistent network connectivity issue affecting multiple users. After analyzing logs and network settings, I identified a configuration error that had gone unnoticed. However, implementing the fix resolved the problem quickly, illustrating my analytical troubleshooting approach.

I regularly engage in professional development by attending webinars, taking courses related to emerging technologies, and being active in online communities. This ensures I remain knowledgeable about the latest trends and best practices within the fast-paced IT landscape.