Intermediate Technical Support Specialist

1 week ago


Pasadena, California, United States Alcala Consulting, Inc. Full time
Job Overview

Alcala Consulting, Inc. is a dynamic Managed IT Services provider based in California, seeking a skilled Level 2 Technician. This position involves delivering technical assistance and troubleshooting solutions to our clientele. Ideal for individuals who thrive in a fast-paced setting and are dedicated to providing outstanding customer support.

Key Responsibilities
  • Take full responsibility for resolving client support issues from the initial ticket creation to the complete resolution.
  • Employ available tools and documentation to address technical challenges effectively.
  • Respond promptly to client support requests and inquiries, providing solutions to known issues and resolving technical difficulties.
  • Utilize escalation procedures when necessary to ensure client satisfaction.
  • Actively promote client satisfaction by managing and maintaining a dependable infrastructure.
  • Oversee daily administration of server operating systems, file structures, and directory services.
  • Manage software distribution and updates efficiently.
  • Monitor server performance and health.
  • Review logs for firewall and intrusion detection systems.
  • Conduct configuration, installation, and monitoring tasks.
  • Set up, troubleshoot, and restore system and file backups.
  • Maintain systems through the installation of updates, service packs, and hotfixes.
  • Perform advanced diagnostics and Tier 2 support.
  • Create and update internal Knowledge Base documents as required.
  • Generate reports for management as needed.
Qualifications

Applicants should possess at least four years of overall experience in Client/Server system administration. Additional requirements include:

  • U.S. Citizenship
  • Excellent references
  • Ability to lift up to 60 lbs.
  • Valid Class C California driver's license
  • A reliable vehicle with insurance
  • Successful completion of an in-depth background screening
  • Successful completion of a driver's license background screening

Candidates must demonstrate high attention to detail and exceptional organizational skills. Experience in a Managed Services Provider (MSP) environment is preferred. Proficiency in Client/Server network configuration, critical thinking, and problem-solving skills is essential. Familiarity with networking concepts, Active Directory, DNS, and DHCP is required. Candidates should exhibit outstanding customer service skills and excellent phone etiquette. Availability for shift work to support a 24/7 operation is necessary. The ability to work effectively both independently and as part of a team is crucial.

Benefits

We offer a comprehensive benefits package, including:

  • Paid Medical, Dental, Vision, and Life Insurance
  • Paid Holidays
  • Paid Time Off
  • 401K Matching


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