Senior IT Support Specialist

4 weeks ago


Pasadena, California, United States Alcala Consulting Inc Full time

Alcala Consulting, Inc. is a rapidly growing Managed IT Services provider located in California. We are seeking a highly skilled Technical Support Engineer to join our team. In this role, you will be responsible for providing technical support and troubleshooting services to our clients. This is a great opportunity for someone who enjoys working in a fast-paced environment and has a passion for delivering exceptional customer service.

Key Responsibilities
  • Take ownership of resolving client support issues from initial ticket logging through to management of the total resolution.
  • Utilize tools and documentation provided as necessary in resolving technical issues.
  • Respond to client support requests (tickets) and field inquiries in a timely and effective manner by answering known questions and remediating technical problems.
  • Effectively use escalation procedures as necessary.
  • Be an advocate for providing satisfaction to clients by maintaining a proactive approach to managing and maintaining reliable infrastructure.
Main Duties
  • Manage day-to-day administration of server operating systems, file structures, and directory services.
  • Manage software distribution and updates.
  • Monitor servers.
  • Monitor logs for firewall and intrusion-detection systems.
  • Perform configuration, installation, and monitoring duties.
  • Configure, troubleshoot, and remediate system and file backups.
  • Maintain systems through installation of updates, service packs, and hot fixes.
  • Perform high-level diagnostics and Tier 2 support.
  • Create and/or update internal Knowledge Base documents as needed.
  • Create and provide reports for management as needed.
Requirements

At least four years of overall work experience in Client/Server system administration.

U.S. Citizenship.

Excellent references.

Ability to lift 60 lbs.

Valid Class C California driver's license.

A reliable car with insurance.

Be able to pass an in-depth background screening. Be able to pass a driver's license background screening.

Must have high attention to detail and must be very organized.

Experience working for a Managed Services Provider (MSP) is preferred.

Experience in Client/Server network configuration.

Critical Thinking and Problem-solving skills.

Working knowledge of networking concepts.

Must have demonstrative experience with Active Directory, DNS, DHCP.

Must have exemplary customer service skills and impeccable phone etiquette.

Will be required to do shift work to support a 24 x 7 operation.

Must be able to work effectively individually and in a team environment.

Benefits

Paid Medical, Dental, Vision, and Life Insurance.

Paid Holidays.

Paid Time Off.

401K Matching.



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