The Tier III Engineer is responsible for server, network, application, and virtual CIO support related to technical troubleshooting and maintenance. This is an expert level of customer support for Managed IT Services. The Tier III Engineer has an expert understanding of the hardware, software and systems that the customer has on site. Responsibilities will range from support, installation, and troubleshooting of backup software, cloud technology, server infrastructure, domain hosting, visualization software, migrations, wireless access points, firewalls, switches, and Microsoft licensing.

Responsibilities

• Provides Tier III support to the Proven IT Tier II Engineers, serving as an escalation point for complex technical issues
• Analyzes and investigates the customer needs through remote diagnostics and qualifying questions over the phone
• Demonstrates proficiency in the use of BCDR solutions such as Datto for backup and disaster recovery
• Migrates clients to cloud-based systems, including platforms such as AWS and Azure
• Installs and administers server infrastructure, including network builds, DNS setup, DHCP configuration, domain hosting, and virtualization software (e.g., Hyper-V and VMware)
• Obtains and manages Microsoft server licensing to ensure compliance and functionality
• Implements Office 365 migrations to streamline client operations
• Configures and supports wireless access points, switches, firewalls, and other critical network infrastructure components
• Contributes to and maintains Proven IT knowledge base to document solutions and share expertise
• Applies advanced logic and technical expertise to resolve complex system and network issues
• Actively pursues certifications on Proven IT-supported products, software and hardware systems to maintain and enhance technical knowledge
• Fosters positive relationships and communicates effectively with colleagues, clients, and vendors to promote collaboration and client satisfaction
• Participates in an on-call rotation to promptly address priority-one escalations from third-party support teams
• Aligns client environments with Proven IT’s best practices and technical standards to ensure optimal performance and reliability
• Performs additional responsibilities as assigned to support team and organizational objectives
• This is an in-office position with up to 50% local travel to client sites

• Bachelor's degree in Computer Science or combination of related experience and certifications.
• 7 plus years of experience working in the IT Tier II or Tier III field preferred
• Strong knowledge of customer service
• Ability to work in a physical office
• Ability to travel to client sites
• Knowledge of back up technology and cloud technology
• Strong understanding of server infrastructure
• Hyper V and VM Ware knowledge
• Experience implementing migrations
• Microsoft licensing experience a plus
• Knowledge of Cisco, Meraki networks
• Understanding of deployment software a plus: Microsoft WDS, MDT
• Advanced level knowledge of networking and operating language
• Must possess advanced level analytical, communication and technology skills
• Documentation of client work for invoicing and communication to team in IT Glue
• Must maintain confidentiality of information, and be very dependable due to the critical nature of customer needs
• Must be a self-motivated individual with a willingness to work well with others on a regular basis
• Travel up to 75%
• Ability to climb stairs and ladder
• Must be able to work in confined spaces such as but not limited to server closets, under desks, etc.
• Must be able to lift up to 50 lbs.

Certifications (Required or Equivalent): Candidates must have at least one of the following certifications, or an equivalent credential demonstrating similar technical knowledge

• CCNA
• AZ-104
• MS-102 (Microsoft 365 Administrator)
• Cisco Meraki Solutions Specialist

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stop, kneel, or crouch. The employee must be able to lift up to 50 pounds regularly. The employee uses computer and telephone equipment. The employee must be able to sit for long periods of time.

Benefits

GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits utilizing the Cigna network. Health options include a choice of 2 PPO plans or a High Deductible Health Plan with employer contributions to a Health Savings Account (HSA). In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness, hospital indemnity, accident coverage, short-term disability insurance, supplemental life and pet insurance. Additional offerings include an employee discount program, home and auto insurance services and commuter/transit FSA.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through BlueCross BlueShield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions.

401K PLAN: All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals.

FINANCIAL ADVISORY SERVICES: Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost with their 401k and retirement questions.

PERMISSIVE TIME OFF POLICY: Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off. Managers may impose a limit to requests for time off based on performance and tenure.

PARENTAL LEAVE: Proven IT offers a generous parental leave policy for new parents. After 24 months of employment, Proven provides full-time regular employees with 90 days of paid Maternity leave and 10 days of paid Paternity leave. Employees with less than 24 months of service may take the same amount of unpaid time off.

FITNESS CENTER: Proven IT offers a free on-site fitness center at the Tinley Park headquarters office location to all employees from 5:00am to 8:00pm Monday through Friday. Employees utilize the gym equipment at their own risk.