Level 2/3 Helpdesk/Support Engineer

3 weeks ago

Hanover, United States Total Network Solutions LLC Full time

Company Description

Total Network Solutions is a leading IT services provider for small and medium-sized businesses. With over 25 years of experience, we have been providing well-managed and affordable technology services to a diverse clientele spanning multiple industries in both the public and private sectors. Our services include IT infrastructure, Managed Cybersecurity, and managed IT services/outsourcing. Our team of world-class engineers is dedicated to providing concierge-level service, technological innovation, and unmatched responsiveness. We work closely with our clients to identify, build, and support customized packages that meet the size and needs of their business. At Total Network Solutions, we believe in empowering businesses with the technology they need to succeed.



Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.

Role Description

This is a full-time on-site role for a Level One/Two Graveyard Helpdesk/Support Analyst in Seal Beach, CA. The Helpdesk/Support Analyst will be responsible for troubleshooting, providing technical and customer support, and assisting with operating systems.

Qualifications

  • Excellent troubleshooting and technical support skills
  • Experience in providing customer support
  • Proficiency with operating systems such as Windows and macOS
  • Strong customer service skills
  • Excellent written and verbal communication skills
  • Ability to work well in a team environment
  • Ability to prioritize and manage multiple tasks
  • Associate's or Bachelor's degree in Computer Science or related field is a plus

Technical Skills:

  • In-depth knowledge of network security systems, including firewalls, intrusion detection/prevention systems, and virtual private networks.
  • Proficiency in troubleshooting and resolving complex security incidents and vulnerabilities.
  • Experience with vulnerability management tools, identity and access management systems, and security information and event management (SIEM) solutions.
  • Familiarity with endpoint protection solutions, data loss prevention (DLP) techniques, and encryption technologies.
  • Ability to conduct security assessments and audits, including penetration testing and vulnerability scanning.
  • Experience with Intune, Microsoft Defender for Business, Rapid 7, Sentinel One, and Cylance.
  • Strong knowledge of Microsoft server and desktop operating systems

Helpdesk Experience:

  • Proven experience in a Level One/Tow helpdesk role, providing technical assistance to end-users.
  • Ability to effectively diagnose and resolve complex technical issues related to cybersecurity.
  • Strong customer service skills, with the ability to communicate technical concepts to non-technical users clearly and friendly.
  • Familiarity with helpdesk tools and ticketing systems to manage and track support requests.

Analytical and Problem-Solving Skills:

  • Demonstrated ability to analyze complex cybersecurity problems and develop effective solutions.
  • Experience in incident response and handling security-related incidents.
  • Excellent problem-solving abilities, focusing on identifying and addressing the root cause of issues.
  • Strong attention to detail and ability to analyze data to identify trends or patterns indicating potential security risks.

Note: Additional certifications and experience in networking, security, and other related fields are highly beneficial.

Company Values and Mission Statement

Core Values

  • Customer-centricity: Putting customers' needs and satisfaction first and striving to always provide exceptional service.
  • Reliability: Committed to providing dependable, consistent, and available best practice services and solutions whenever needed. Also ensuring that we are reliable, available, and committed to the TNS Team.
  • Expertise: A team of highly skilled professionals knowledgeable and experienced in various IT domains.
  • Proactive approach: Proactively identifying and addressing potential issues before they become major problems and offering proactive solutions to improve the efficiency and security of the systems we support.
  • Communication: Maintaining clear and open lines of communication with clients, partners, and team members, ensuring transparency and updates on the status of tickets, projects, and services.
  • Integrity: Is at the very core of our company culture. Conducting business with honesty, transparency, and ethical practices, ensuring the confidentiality and security of client data. Achieving and maintaining customer trust is paramount.
  • Continuous improvement: Striving for excellence through ongoing learning, training, and improving processes and services.

Mission Statement

At Total Network Solutions, we aim to empower small and medium-sized businesses with top-notch Managed IT and cybersecurity Services. We strive to be the trusted partner that understands and caters to our customer's unique needs, providing customer-centric solutions.

Committed to reliability, we offer a proactive approach to IT management, ensuring seamless operations and peace of mind for our clients. Through open and effective communication, we build strong relationships and foster a sense of trust and transparency.

Integrity is at the core of everything we do, as we prioritize honesty and ethical practices. Embracing a continuous improvement mindset, we adapt to ever-evolving technologies and industry standards to deliver cutting-edge solutions. Just like a family, we treat our customers as our own, working diligently to serve their best interests and contribute to the success of both their businesses and our local communities.

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