IT Support Level 3

As an IT Support Level 3, you will be responsible for providing advanced technical assistance to complex IT problems throughout the organization. Your tasks will include Azure Cloud administration, deploying and managing endpoints through Microsoft Intune and Autopilot, configuring firewall settings for FortiGate, and managing network infrastructures. You'll also be in charge of IT security measures, remote software management, and automating tasks using scripting languages like PowerShell.

To excel as an IT Support Level 3, you should have significant hands-on experience with Azure Cloud services, Microsoft Intune, and FortiGate firewall administration. A deep understanding of advanced networking concepts including VLANs and QoS is essential. Essentially, if you combine a strong technical background with excellent problem-solving skills, you would be a perfect fit for our team.

In the role of IT Support Level 3, your contributions to customer service are vital. You'll deliver exceptional service by resolving complex technical issues and ensuring that operations run smoothly. Your ability to communicate effectively with team members and users will enhance customer satisfaction as you provide detailed documentation of solutions provided.

As an IT Support Level 3, you will utilize a variety of tools including Azure for cloud services, Microsoft Intune for endpoint management, and FortiGate for firewall configuration. Familiarity with Ninja RMM for monitoring, HaloPSA for professional services automation, and automation scripting with PowerShell will also be instrumental in efficiently fulfilling your job responsibilities.

The working conditions for the IT Support Level 3 position are tailored for flexibility and efficiency. You will work Monday through Friday with a schedule from 11:00 am to 07:00 pm EST. Your role will allow you to tackle challenges collaboratively, and you will receive all necessary equipment, competitive pay in USD, and participate in a work environment that values communication and teamwork.

Absolutely! When answering this question, focus on specific projects where you managed virtual desktops and servers in the Azure environment. Highlight any certifications or training you've received and discuss the configuration settings you utilized to optimize performance.

When addressing this question, structure your response using the STAR method (Situation, Task, Action, Result). Describe a specific IT problem, outline the steps you took to investigate and resolve it, and share the positive outcome that resulted from your efforts.

This is a fantastic opportunity to discuss your organizational skills. Give examples of prioritization techniques you employ, such as assessing the urgency and impact of issues, using dashboards or ticketing systems, and maintaining communication with team members to stay informed.

Emphasize the importance of empathy and communication in your response. Share how you would listen actively to their concerns, assure them that you are there to help, and provide clear updates on the resolution process.

Discuss any direct experience you have with FortiGate, including specific configurations you've set up, troubleshooting steps you've taken, and knowledge of creating security policies. Mention how you ensure network security and monitor performance.

For this question, discuss your hands-on experience deploying, managing, and maintaining endpoints using Intune and Autopilot. Provide examples of how these tools improved efficiency within your previous roles.

In your response, mention programming languages like PowerShell, and provide examples of how you've automated repetitive tasks or workflows to save time and reduce errors in your previous roles.

Highlight the importance of documentation in your workflow. Describe strategies you follow to ensure comprehensive, accessible records of solutions and processes, perhaps using ticket systems or shared documentation platforms.

When answering, share specific examples of challenges like VLAN configurations or troubleshooting QoS issues, detailing your approach to identify and resolve these hurdles, and the successful results you achieved.

Mention methods you use to keep your knowledge current, such as following industry news, participating in training, attending webinars, or being part of professional organizations. Share any recent trends you've incorporated into your work.