K3 Technology

Engineer

• Resolve standard and moderately complex support tickets efficiently
• Escalate issues beyond current scope and clearly document troubleshooting steps
• Assist with day-to-day client support and build familiarity with client environments
• Support senior engineers on migrations and infrastructure upgrades
• Help maintain SLA compliance across the support desk
• Troubleshoot connectivity, printer/network configuration, and account access issues
• Handle software installation, basic Active Directory tasks, and device setup
• Assist with firewall rule checks and VPN connectivity troubleshooting under senior engineer supervision
• Identify and escalate server issues with clear documentation
• Assist with security alerts such as MFA issues and suspicious login attempts
• Assist with defined migration tasks, such as file server to SharePoint migrations
• Support basic network changes, such as VLAN setup, as directed by the NOC team
• Continue developing technical skills through hands-on work and available training

Service Delivery Engineer, Tier 2

Support Engineer

• Categorize, prioritize, and assign incoming support tickets
• Fulfill service requests including password resets, account unlocks, software installations, and peripheral setups
• Troubleshoot email delivery, printer, and network connectivity issues using predefined processes
• Escalate unresolved issues after 30 minutes
• Communicate with clients, provide timely updates, and maintain satisfaction
• Document ticket activities and resolutions
• Resolve advanced issues involving Active Directory, Office 365, workstation/laptop hardware and software, and network/infrastructure
• Provision user accounts, configure workstations, and assign permissions for new employees
• Create and update SOPs, knowledge bases, and environment records
• Evaluate system performance and support processes, recommending improvements or automations
• Operate the Remote Management and Monitoring System to proactively identify and resolve issues
• Collaborate with team members as needed

Support Engineer – Tier I

• Categorize, prioritize, and assign incoming support tickets
• Fulfill service requests including password resets, account unlocks, software installations, and peripheral setups
• Troubleshoot email delivery, printer, and network connectivity issues using predefined processes
• Escalate unresolved issues after 30 minutes
• Communicate with clients, provide timely updates, and ensure customer satisfaction
• Maintain detailed records of ticket activities and resolutions
• Resolve complex issues involving Active Directory, Office 365, workstation/laptop hardware and software, and network/infrastructure systems
• Provision user accounts, configure workstations, and assign permissions for new employees
• Create and update SOPs, knowledge bases, and environment records
• Evaluate system performance and support processes, recommending improvements or automations
• Operate the Remote Management and Monitoring System to proactively identify and resolve issues
• Collaborate with team members as needed