Tier-3 Technology Support Technician - San Diego, CA

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 Scale Matrix 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 Scale Panel Client Portal
• Documenting support-related processes and procedures (SOP)
• Maintaining Service Level Agreements (SLA) on tickets in the Scale Panel
• Accurately documenting and classifying client requests and incidents
• Establishing and maintaining our Matrix Total Care relationship with clients, vendors and internal departments
• Providing courteous and professional communication with clients and internal departments
• Insuring Matrix Total Care 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
• Ability to follow directions
• Strong organizational skills
• Ability to think outside the box
• Represent Scale Matrix 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
• 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

To apply for this position, send your resume to  and include Tier-3 Technology Support Technician - San Diego, CA resume as your subject line.