Help Desk Engineer- Tier II

Pasadena, CA, United States of America

About You:

• <50 minutes from our office in Pasadena, CA
• You thrive in a structured, process-driven environment and believe that following well-defined workflows leads to the best results. 
• You take ownership of your work, hold yourself accountable, and seek out candid feedback as a tool for growth. 
• You embrace continuous improvement and are adaptable to adjustments in your role.
• 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: All skills from Tier I, plus: 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

About Us:

AllSafe IT is a Managed Service Provider (MSP) that delivers services to small to medium sized businesses. Our values are: Good Character, Deliver the Perfect Client Experience, Pursue Growth, Create Fun, and 100% Teamwork.

• Health, dental, and vision insurance 401(k) with employer matching 
• 2 weeks of vacation/year 
• 40 hours of sick pay/year 
• 8 hours of paid volunteer time/year 
• 8 paid holidays per year 
• Weekly "stretch goal" bonus program 
• Reimbursement for passing quarterly certification exams 
• Bonusly employee-to-employee recognition program 
• Dog-friendly office 

Job Responsibilities:  

• Help Desk Support 
• Incident, Change\Request Management 
• After-Hours On Call Rotation 
• Quality Assurance  
• Documentation 

Pay: $23.00-30.98/hr