Note: The job is a remote job and is open to candidates in USA. Optomi is recruiting on behalf of a leading technology service provider for a Tier 3 Help Desk Engineer. The role provides Tier 3 network support by troubleshooting issues, managing priority tickets, and restoring enterprise customer services efficiently.
Responsibilities
- Pick up and resolve tickets based on priority, customer impact, and ticket age
- Troubleshoot network issues and work toward timely service restoration
- Handle P1 tickets during on-call rotations
- Independently investigate and resolve technical issues
- Apply vendor-level expertise to network troubleshooting
- Collaborate with customer care, field operations, vendors, and internal technical teams
- Document troubleshooting steps and resolutions
- Prioritize competing tickets based on urgency and impact
- Support the team's goal of reducing TRR and reaching a two-hour repair target
Skills
- Strong networking knowledge
- Verified CCNA or JNCIA certification
- One additional certification from a vendor such as Cisco, Juniper, Meraki, or Palo Alto
- Experience working in a fast-paced restoration environment
- Vendor experience and strong networking knowledge
- Ability to work independently and take ownership of technical issues
- Experience supporting enterprise customer networks
- Experience managing priority tickets in a time-sensitive environment
Benefits
- Working remotely
Company Overview
Company H1B Sponsorship