Help Desk Engineer- Tier IV

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.
• 3-5 years of experience handling T3-4 IT support requests  
• Advanced experience with a wide variety of 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 
• Preferred Experience or Certifications: MS-900, MS-700, MS-721, MS-102, MD-102, AZ-900, AZ-104, AZ-305, AZ-800, SC-900, SC-300, SC-200, and ACSP

Skills:

• Achieved certification or advanced experience in architecting or designing from the ground up in the following areas:  Windows (Servers & Networking), Office 365, Microsoft Hyper-V, Apple MacOS and iOS, Cisco Meraki, Dell PowerEdge, Sophos XG Firewall and Central Endpoint and Server, Ubiquiti UniFi Network and Enterprise Wireless, Datto, Veeam Backup and Replication, IronScale, Azure Administration, APC UPS Management, Powerchute Business, VMWare Certifications
• Deep understanding of IT systems, hardware, software, and networking concepts to quickly diagnose and resolve complex technical issues  
• Strong focus on customer satisfaction and relationship building  
• Excellent verbal and written communication skills 
• 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:  

• Provide advanced technical support to clients, VIP, and internal teams, including on-site assistance 
• Act as a point of escalation and complete incident and change management tickets
• Serve as a project resource or technical owner and ensure quality assurance
• Improve technical documentation for all incident and request management, maximizing efficiencies in workflow and profitability 
• Continue to cultivate knowledge and skillset, always learning new technologies 
• After-Hours On Call Rotation 

Pay: $42.95-47.51/hr