Help Desk Technician, Level 3 at Hargray Communications Group, Inc.

Posted in Other 11 days ago.

Location: Pooler, Georgia

Job Description:

Help Desk Technician, Level 3


Are you passionate about making a difference in people’s lives? Are you motivated to learn and connect people with cutting edge technology? Do you go the extra mile to provide customer delight? We are looking for talented people who are ready to grow with Hargray. We are dedicated to developing our employees for a career and future with us. Hargray is offering a career opportunity as a Help Desk Technician, Level 3!


The Help Desk Technician, Level 3 provides troubleshooting to end users for issues related to VMware, Microsoft, Local Area Networks, Wide Area Networks, Storage Area Networks, Maintain adequate knowledge of existing hardware and software in use to maximize efficiency of the network and users' utilization


The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of over 700 colleagues supporting local markets throughout the southeast is committed to excellence, delivering the most advanced technology and the best service for our customers.


Duties and Responsibilities:


  • Responsible for deploying, maintaining, and supporting IT systems including servers, switching and routing equipment, and peripherals.

  • Troubleshoot and resolve highly complex customer network/system problems across a broad range of technologies.

  • Responsible for deploying, maintaining and troubleshooting Microsoft 365

  • Provide technical expertise to the Help Desk and Field Engineering teams.

  • Assists in training initiatives on existing, new and emerging technologies.

  • Supports the sales team with technical assistance answering RFP requirements and customer presentations when required

  • Provide project support to Managed Services staff.

  • Develop and maintain Client system documentation.

  • Obtain and maintain industry certifications.

  • Ensure updates related to requests, incidents and preventative maintenance are documented in our ticket system.

  • Benchmark, analyze, and make recommendations for the improvement of Client infrastructure.

  • Demonstrate subject matter expertise regarding the latest technologies and industry best practices.

  • Direct responsibility for Med - High Priority Calls at all Severity Levels.

  • Analyze problems for Root Cause Analysis to determine permanent solutions to unique or chronic problems.


Minimum Qualifications:


  • Bachelor’s Degree or equivalent experience.

  • Required certification: MCSA in Cloud Platforms

  • Experience with Remote Monitoring and Management Tools (RMM).

  • Proven ability to manage multiple tasks/projects as well as leading departmental initiatives.

  • Provide project and technical lead on complex network issues and project assignments.

  • 5 or more years’ experience with Microsoft Exchange, Microsoft Cloud Platforms, Domain environments

3 or more years’ experience working in a SAN environment.

  • 3 or more years’ experience working in a VMware environment.

  • 3 or more years’ experience installing switching/routing equipment.

  • Knowledge of various technologies, including networking, hardware, software, peripherals, network applications, and security.

  • Experience with installing, configuring, and administering a broad range of technologies.

  • Proven technical troubleshooting skills and logical problem solving. High level problem analysis and problem resolution skills.

  • Excellent organization, time management and follow up skills and the ability to manage several projects simultaneously.

  • Strong customer-service orientation.

  • Strong customer orientation.

  • Good verbal and written communication skills.

  • Valid driver’s license with history of safe driving record.



EOE/ Disability