Help Desk Engineer- Tier IV

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 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 

Qualifications: 

• 4-5 years of experience handling T1-4 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 

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