Help Desk Engineer- Tier II

Pasadena, CA, United States of America

We are seeking diligent, amiable, and talented systems engineers to provide superior customer service to our clients. We are a Managed Service Provider (MSP) that delivers services to small to medium sized businesses. Our engineers monitor, manage, and support all aspects of our clients’ environments, including but not limited to their workstations, phones, servers, networks, and applications. Our engineers also work hard to identify problems and resolution activities, as well as to grow and to develop the organization's perception with existing customers through exceptional customer service. They are highly organized, able to self-manage, and possess great interpersonal communication skills. 

We have an amazing team of systems engineers on staff, and we are interested in even more amazing people to join and grow with our team!  The successful candidate will possess the following:

• Good Character 
• Delivery of customer service that exceeds expectations 
• Lifelong love of learning 
• The ability to create fun 
• The ability to work on and contribute to a team 

Responsibilities:  

• Provide excellent technical support to clients and internal teams, including on-site assistance
• Provide technical documentation for all incident and request management, suggesting efficiencies where appropriate
• Continuous growth in skillset and benchmarks, working towards T3 skills
• After-Hours On Call Rotation

Qualifications: 

• 2-3 years of experience handling T1-2 IT support requests
• Experience with common helpdesk tools and ticketing systems
• Knowledge of cybersecurity risks and best practices for protecting sensitive data and systems
• Experience documenting procedures, troubleshooting steps, and resolutions

Skills:

• Experience with: Microsoft AZ-800, Identity and Access Administrator Associate, and Security Operations Analyst Associate; VMware Certified Technical Associate, Sophos Central Endpoint and Server Engineer, UniFi Network, Datto Advanced Technician, Veeam Backup and Replication, Ironscales Mail Administrator
• Experience troubleshooting and managing without supervision: M365 Fundamentals, Teams Administrator, and Plan and Design Teams; Apple Certified Support Professional (ACSP); Comptia Server+ and Network+, Cisco Meraki Solutions Specialist, Sophos XG Firewall Engineer, Ubiquiti Enterprise Wireless
• Experience architecting or designing from the ground up: M365 Fundamentals and Modern Desktop Administrator, Comptia A+
• Understanding of IT systems, hardware, software, and networking concepts to quickly diagnose and resolve most technical issues
• Strong focus on customer satisfaction, de-escalating customer frustration as needed
• Ability to communicate technical information to non-technical stakeholders and elicit underlying needs that may not be explicitly stated
• Managing multiple tasks simultaneously, prioritizing, and meeting deadlines
• Ability to collaborate effectively with other team members
• Willingness to adapt to change and interest in professional growth
• Ability to follow detailed processes