In a nutshell, as a Helpdesk Technician L2 you need to respond to and resolve incoming technical client issues and requests submitted by phone or e-mail, as well as assist with incoming escalations and projects.
Company Profile:
Our client is a US-headquartered company that offers a host of technology solutions aimed at providing mature IT services in Southern California (Los Angeles, Irvine/OC, San Diego). Their two core products are: Managed IT Services, where they will be responsible for managing all, or part, of your IT operation, and a Managed Cyber Security service, where they will protect your organization from external/internal threats.
They are currently seeking for a self-starter, dynamic, and hard-working Helpdesk Technician L2 who possesses exemplary skills in being a Technician and has leadership attributes.
This is the perfect career move for someone who is looking for career growth and opportunity to participate in the transformation of a successful company. You will be inclined into working with various projects and collaboration with highly talented group of individuals supporting operations in a global scale.
Duties and Responsibilities:
● DAILY time entry accounting for at least 8 hours
● Documentation of Client Networks
● Small and Medium Projects
● Assist Sr. Engineers on Larger projects
● T&M service requests
● Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer's preferences
● Network Server – Experience preferred with Windows Server
● Configure file, print and remote access services
● Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup
● Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases
● Takes ownership of tasks and follows through to ensure complete resolution
● Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
● Ability to pay close attention to detail while performing technically detailed tasks
● Ability to deal effectively with stressful situations
● Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
● Ability to provide accurate time estimates for how long a task will take
● Understands that the success of individuals is measured by the success of their teams
● Ability to quickly learn new technologies through the use of self-study materials and intuition
● Ability to articulate technical information clearly and simply to non-technical people
● Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
● Is self-motivated and can be self-directed when necessary
● Enjoys sharing information, supporting others, and working on a team to achieve team goals
Requirements
Must-have Skills / Qualifications:
● Engineer with two to four years’ experience • Minimum 2 years’ experience –VLAN, Routing, Firewalling Support
● Minimum 2 years’ experience - Server Hardware Technologies (CPU/RAID/SCSI) Support
● Minimum 2 years’ experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
● Solid dependable engineer, follows directions and maximizes billing opportunities
● Consistently receives good client feedback
● Experience required with Windows desktop operating systems
● Understanding of TCP/IP and troubleshooting Internet connectivity •
● Experience with routers and firewalls – Meraki, etc
● Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
● Understanding of DNS services
● Working Knowledge of Wireless Technologies
● Experience with Microsoft Azure AD and O365.
Advantageous Skills:
● Bachelor's degree in Computer Science, Information Technology, or a related field.
● Experience with VMWare
● Any Certification: MCITP, MCP, CCNA/CCDA/CCNP, Project+, Network+, Apple
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