Tier 2 Help Desk

2 months ago

San Diego, United States IT Managed Services Full time
Job DescriptionJob Description

Job Description:

The Systems Support Administrator is responsible for maintaining the design and integrity of the internal systems, including customer-facing hosted and cloud environments, as well as providing technical assistance to team members with system and network requests.

Basic Functions:

  • IT support relating to issues with the internal systems and network infrastructure.
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, O365, etc.
  • Support services for virtualization technologies: VMware, Citrix, and Microsoft.
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Administer hosted and cloud solutions for customers using technologies that meet their needs.
  • Support disaster recovery solutions
  • Remote access solution support: VPN, Terminal Services, and Citrix.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.
  • Document maintenance for all computer systems and network infrastructure.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
  • Travel to client locations for on site troubleshooting when required
  • Create quotes for new equipment

Additional Duties and Responsibilities:

  • Improve customer service and satisfaction.
  • Ability to work in a team and communicate effectively.
  • Escalate service or project issues that cannot be completed within agreed service levels.
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
  • Create, edit and review documentation related to troubleshooting and internal processes
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Work through a daily schedule in ConnectWise that has been established through the dispatch process.
  • Work through project tickets and phases in ConnectWise as assigned by a Project Manager or Supervisor
  • Enter all work as service or project tickets in ConnectWise.
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Valid driver’s license
  • Working vehicle
  • Must be able to lift 40 lbs
  • Outstanding Customer service
  • Keeping the Customers best interest in mind
  • Interpersonal skills: such as telephone skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key IT services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast moving environment.

Educational/Vocational/Previous Experience Recommendations:

  • BA/BS, preferably in computer science or a related field, or comparable work experience
  • MBA/MS preferred but not required.
  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
  • Sophos Engineer Certification
  • 5 years of IT experience.

Benefits:

  • Competitive salary based on experience and qualifications
  • Health, vision, and dental benefits
  • Paid training
  • Fun working environment and culture.
  • Great opportunity for advancement

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