T3 Support Technician

DESCRIPTION

Varsity is looking for a T3 Support Technician that will play a key role in providing advanced IT support for our clients. As a T3 Support Technician, you will be responsible for resolving complex technical issues that cannot be handled by the lower support tiers (T1 and T2). You will work closely with both internal teams and external clients to ensure seamless operations, high availability, and security of client IT systems and infrastructure.

The ideal candidate will have strong troubleshooting skills, a deep understanding of IT systems, and the ability to explain complex technical concepts in a way that is accessible to non-technical stakeholders. This position is crucial in ensuring that our clients receive the highest level of service and support and it’s a perfect fit for mission-driven folks that enjoy working in a fast-paced environment.

ABOUT VARSITY

Varsity Technologies helps schools and non-profits make strategic information technology decisions that enable them to make an impact in our schools, our community, and our world. Developing and implementing great solutions for our clients requires the combination of our proven methodology with the right people who place a high value on delivering exceptional customer service.

DUTIES AND RESPONSIBILITIES

· Advanced Technical Support: Provide expert-level troubleshooting and resolution for complex technical issues related to servers, networks, cloud systems, and various business applications.

· Escalation Management: Serve as the primary escalation point for Tier 1 and Tier 2 support teams, ensuring issues are addressed efficiently and thoroughly.

· Incident Management: Take ownership of critical and high-impact issues, ensuring quick resolution and effective communication with clients throughout the process.

· System Monitoring and Maintenance: Proactively monitor client systems, identifying and addressing potential issues before they affect operations. Perform routine system checks, updates, and patch management.

· Client Interaction: Communicate directly with clients (primarily nonprofits) to understand their IT challenges and provide recommendations for improvements, upgrades, and best practices.

· Documentation: Maintain detailed documentation of troubleshooting steps, resolutions, and system configurations to help build a knowledge base for the team and ensure continuity of service.

· Project Support: Assist with the implementation of new IT projects, such as system migrations, upgrades, and the deployment of new technologies.

· Collaboration and Mentoring: Work closely with Tier 1 and Tier 2 support staff, providing mentorship and training to improve the overall team's skill set and efficiency.

QUALIFICATIONS

To perform this job successfully, a candidate must be able to perform each essential dutysatisfactorily and be in possession of the following minimun qualifications:

· Minimum 5 years of experience in IT support, with at least 2 years in a Tier 3 (or equivalent) support role. Prior experience with Managed IT Services is a plus.

· Expertise in a wide range of technologies, including but not limited to:

· Windows Server, Linux/Unix systems administration

· Virtualization platforms (VMware, Hyper-V, etc.)

· Networking (TCP/IP, DNS, DHCP, VPN, firewall management)

· Cloud technologies (Azure, AWS, Google Workspace, Microsoft 365, etc.)

· Backup and disaster recovery systems

· Security best practices (firewalls, encryption, antivirus, etc.)

· Strong analytical skills with the ability to troubleshoot complex IT issues quickly and effectively.

· Ability to translate technical solutions into terms that are easy for nonprofit organizations to understand and act upon.

· Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Systems Engineer (MCSE), or Cisco Certified Network Associate (CCNA) are preferred.

· Excellent verbal and written communication skills, with the ability to work with a diverse client base.

· Ability to satisfactorily meet deadlines and desired outcomes.

· Highly self-motivated, persistent, dependable, and having initiative.

· Ability to quickly analyze problems and identify solutions.

· Nonprofit Experience (preferred): Familiarity with the unique needs and challenges faced by nonprofit organizations in managing their IT systems is a strong plus.

BENEFITS

WHY YOU’LL LOVE WORKING AT VARSITY

We are more than a company. More than just tech or services. Varsity is a social justice organization rooted in the belief that by continually providing knowledge to others we encourage and enable each individual to be a free thinker, support their right for equality, and empower folks to make the best decisions regarding technology. A few other qualities that define who we are:

· We offer a competitive salary, comprehensive benefits package, flexible working conditions, and the chance to become part of a team that thrives on excellence.

· We are an agile company – we are always improving.

· We believe our employees are what make us great.

Job Type: Full-time

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Opportunities for promotion
• Work from home

Schedule:

• 8 hour shift
• Shift system

Experience:

• Technical support: 4 years (Required)

Language:

• English (Required)