IT Service Desk Technician - Tier 3 Share:

Employment Type
Austin, TX 78704
$32.00 - $45.00 Hourly
Medical, Dental, Vision, Retirement Savings



ROBO is a fast-growing IT service provider. We pride ourselves on doing two things: delivering exceptional customer service and developing elite technical talent. If you-re looking for a chance to grow and technical challenges to solve, we-re your dream come true.


The Tier3 Technician is responsible for providing high-level technical assistance to the service desk team. This position is responsible for third level support of service requests, including escalation of level 1 and level 2 service tickets, technology, and duties. The Level 3 Help Desk Technician also acts as a technical resource to the project delivery team as necessary.


  • Troubleshoot and resolve issues related to technical difficulties with hardware, software and network via telephone, email, ticket portal or in person
  • Adhere to ROBO SLAs and deliver a high level customer service experience
  • Identify areas for operational improvement and make constructive suggestions for change
  • Write service templates and contribute to the knowledge base
  • Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry


  • 3+ years- experience working at a technical support help desk
  • Technical writing skills with focus on customer communications, training and documentation
  • Ability to positively mentor, coach, and lead by example 
  • Ability to de-escalate tense customer situations, while proactively providing first class service
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Advanced Knowledge of LAN/WAN configurations and topologies
  • Familiarity with troubleshooting networking equipment and TCP/IP
  • Self-motivated with the ability to work in a fast moving, sometimes high stress environment
  • Experience working within industry PSA tools; preferably ConnectWise

Bonus structure
4 weeks PTO
Incentives/subsidy for continued education/certifications

Like this job?

Apply Now

Find Your Perfect Career - Learn how to match your personality to the ideal job or career for you-risk free-$49.95

Job Search Made Easy
powered by the Core Values Index™

Apply Now Like this job?

Follow us on Twitter @erep_com_jobs to get the latest job listings.

Core Values Index (CVI)™

Many employers use the Core Values Index psychometric assessment to match applicants to available roles. It is the most accurate and reliable assessment available and only takes about 8 minutes to complete — and it's absolutely free!