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The Tier III Help Desk Technician provides advanced technical support for complex IT issues that cannot be resolved by Tier I or Tier II teams. This role involves troubleshooting critical problems, managing escalations, and working closely with system administrators and engineers to ensure optimal system performance.
Job Responsibility:
Serve as the highest level of technical support for escalated IT issues
Diagnose and resolve complex hardware, software, and network problems
Collaborate with Tier I and Tier II teams to provide guidance and mentorship
Perform root cause analysis and implement permanent solutions for recurring issues
Configure, maintain, and troubleshoot servers, network devices, and enterprise applications
Document solutions and create knowledge base articles for future reference
Assist in system upgrades, migrations, and deployments
Ensure compliance with security policies and best practices
Participate in on-call rotation for critical incidents
Requirements:
Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
5+ years of experience in IT support or systems administration
Advanced knowledge of Windows/Linux operating systems, Active Directory, and networking protocols
Experience with virtualization (VMware, Hyper-V) and cloud platforms (AWS, Azure)
Strong troubleshooting and problem-solving skills
Familiarity with ITIL processes and ticketing systems