Position Description

The Tier 3 – IT Systems Engineer and Consultant is responsible for monitoring, management, maintenance, and support of all aspects of client IT infrastructure and back-end services. The primary focus of this position will be resolving high impact escalations from lower tier support groups. The successful candidate will assist lower tier support groups and address infrastructure change requests as needed. The Tier 3 Support Engineer role will be a bridge between the Help Desk and Projects teams, working with the Projects team as necessary, making suggestions to clients for infrastructure improvement, etc. Additionally, they are also responsible for working with management to develop and maintain relevant procedures and standards, designing and defining technical solutions for projects, and implementation of infrastructure related projects.

Position Location

Marietta, GA

NOTE: The successful candidate for this position will have access to information subject to U.S. export controls under the U.S. International Traffic in Arms Regulations (“ITAR”) and/or U.S. Export Administration Regulations (“EAR”). Based on the sensitivity of this information, the successful candidate must be a U.S. Person, as defined by ITAR, or, in the event the applicant is not a U.S. Person, be eligible for export licenses to be obtained from the Department of State, Directorate of Defense Trade Controls (“DDTC”) on a per-project basis to access ITAR and EAR controlled data and information.  A “U.S. Person” includes (a) U.S. citizens or nationals; (b) U.S. lawful permanent residents (i.e., “green card” holders); (c) persons granted refugee status; or (d) persons granted asylum in the United States. Company may choose not to apply for such license at its discretion due to federal approval timing considerations.

Job Responsibilities

Ticket Execution

    • Assess and resolve complex escalations from support teams and provide timely resolution.
    • Resolve client change requests related to IT infrastructure and services.
    • Deliver first class customer service to meet customer satisfaction metrics.
    • Assist with monitoring, managing, and maintaining all aspects of client infrastructure and back-end services.
    • Document client infrastructure.
    • Identify and recommend changes, upgrades, and new services for clients.

Continuous Process Improvement

    • Work with management to define and implement new processes, procedures, and services to improve service delivery.
    • Identify, refine, and promotes best practices in terms of deliverables, processes, and knowledge sharing.
    • Submit additions to knowledge base to improve service delivery and customer satisfaction.
    • Earn at least one certification per year in accordance with company needs and technician interest.

Other Responsibilities/Expectations

    • Attend company functions including company meetings, community service events and social events (e.g., happy hours) as an example for other employees and to cultivate team building.
    • Seek out opportunities for professional skills advancement through classes, seminars, webinars, events, self-study, etc.
    • Demonstrate contributions to Abel Solutions’ marketing efforts through blog posts, insights, or other channels (such as social media).
    • Assist the Abel Solutions leadership with other activities and tasks as assigned.

Experience Requirements

    • 6 – 8+ years of relevant work experience.

Required Skills

    • High level IT certifications (Microsoft, Cisco, ITIL, etc.)
    • High level of proficiency with modern IT systems, hardware, infrastructure, and services.
    • Persistence and willingness to learn and adapt.
    • Always maintain professional appearance and work ethic.
    • Capacity to multi-task, excellent organizational skills, and attention to detail.