Job Information

Under the direction of the Technology Support Manager, the Tier-3 Technology Support Technician is the final escalation point within the Client and Technology Support department.  Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier-3 Support Technician.  The Tier-3 Technician is capable of trouble-shooting and resolving the most difficult and complicated issues.  This position works closely with the Technology Engineering department.  The Tier-3 Support Technician is the escalation point for all technology support issues in the ScaleMatrix Data Center network.  Tier-3 Support Technicians are required to provide clear and concise communication with all forms of client and internal interactions.


  • Primary escalation point technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff
  • Responsible for advanced trouble-shooting of supported services
  • Provide training to Tier-1 and Tier-2 Support Technicians
  • Provide ‘on-site’ support, as needed or required
  • Responsible for escalating issues that are unable to be resolved by Tier-3 to the appropriate Technology Engineer.
  • Act as a backup for Tier-2 Support Technicians
  • Documenting interactions in ScalePanel Client Portal
  • Documenting support-related processes and procedures (SOP)
  • Maintaining Service Level Agreements (SLA) on tickets in the ScalePanel
  • Accurately documenting and classifying client requests and incidents
  • Establishing and maintaining our Matrix TotalCare relationship with clients, vendors and internal departments
  • Providing courteous and professional communication with clients and internal departments
  • Insuring Matrix TotalCare support standards are followed from beginning-to-end of each client and internal department interaction
  • Perform daily shift-driven tasks assigned by the Manager of Technology Support
  • Provide coverage, as needed, for the SOC Tier-1 & Tier-2 Teams


  • Strong working knowledge of Windows Operating System
  • Strong working knowledge of Windows Server
  • Strong working knowledge of popular Windows-based applications
  • Strong logic and trouble-shooting skills
  • Excellent written and verbal skills
  • Ability to work unsupervised
  • Ability to handle multiple priorities
  • Ability to also work as a member of a team
  • Strong client support services skills (customer service)
  • Attention to detail
  • Ability to follow directions
  • Strong organizational skills
  • Ability to think outside the box
  • Represent ScaleMatrix in a professional manner, especially when performing on-site support
  • Able to lift up-to 50 pounds
  • Up to 25 percent travel required
  • US Citizenship, or proper eligibility to work in the US

Education / Competencies

  • High-school diploma or equivalency (GED)
  • A+ Certification is a plus
  • Any other industry recognized certifications are a plus as well
  • Previous data center or management experience are a plus