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L2 - Technical Support Engineer

2 months ago

San Francisco, California, United States Chelsea Technologies Full time
Level 2 - Technical Support Engineer (Service Desk) - Remote/On-site Support.

(Hybrid Work Environment)

Chelsea Technologies is a prominent and rapidly expanding provider of technology solutions and managed services, specializing in delivering high-quality IT services across various sectors. As a cloud-first organization, we leverage cutting-edge cloud technologies to serve clients primarily in regulated industries. We are in search of a dedicated L2 Technical Support Engineer to enhance our team.

What We Are Looking For:
We are on the lookout for a talented and enthusiastic L2 Technical Support Engineer to join our vibrant team. This role requires a commitment to delivering exceptional support to our clients, both remotely and on-site.

If you are passionate about technology and excel in providing excellent customer service, we invite you to consider this opportunity.

The ideal candidate will possess a strong affinity for technology, maintain a personal lab for experimentation, and demonstrate proficiency in both Mac and PC environments. Staying abreast of the latest technology trends, managing VIP clients, and having a solid background in automation and IT management tools are essential for this role.

Why Join Chelsea Technologies?
  • Engage with innovative technology and solutions.
  • Collaborative and nurturing work atmosphere.
  • Opportunities for continuous learning and professional growth.
  • Attractive salary and benefits package.

If you are a tech-savvy individual with a passion for IT and problem-solving, we encourage you to explore this opportunity.

Key Responsibilities:
The Level 2 Technical Support Engineer role demands a blend of technical expertise and excellent communication skills. A positive attitude, fluency in English, and a customer-centric approach are vital for delivering exceptional service.
Successful candidates will thrive in building and supporting technology solutions that align with client needs. You will be responsible for visiting clients to perform on-site tasks and provide support. If you are ready to apply your skills in a rewarding environment, we offer a competitive salary and benefits package.
  • *Candidates must be located within a reasonable commuting distance.
  • *A valid driver's license is required for client visits.
  • Conduct on-site tasks, projects, and support for clients.
  • Serve as the primary contact for clients regarding service requests.
  • Flexibility in working hours is essential.
  • Ability to manage multiple tasks effectively.
  • Attention to detail is crucial.
  • Plan and prioritize workload independently while communicating professionally.
  • Build and maintain strong client relationships through clear communication.
  • Install, configure, and troubleshoot hardware and software solutions.
  • Manage laptop/desktop setups and deployments.
  • Provide timely and effective on-site support.
  • Maintain asset inventory and documentation.
  • Perform network troubleshooting at levels 1-2.
  • Complete on-site summaries and ticket entries accurately.
  • Manage vendor relations for equipment and supplies.
  • Experience in help desk and desktop support is essential.
  • Assess user requests and recommend appropriate solutions.
  • Act as an escalation point for junior technicians.
  • Support conferencing systems and assist with video setups.
  • Document daily activities and maintain accurate records.
  • Ensure clients are informed throughout the service process.

Additional Responsibilities:
  • Technology Enthusiast: Show a genuine passion for IT and continuously seek to enhance your skills.
  • Lab Testing: Utilize a personal lab for testing and gaining hands-on experience with new technologies.
  • Cross-Platform Expertise: Maintain proficiency in both Mac and PC systems.
  • Tech Savvy: Stay updated on technology trends and share insights with the team.
  • VIP Client Management: Provide exceptional support to high-profile clients.
  • Autopilot Implementation: Manage device deployment using Microsoft Autopilot.
  • Intune Management: Utilize Microsoft Intune for device management.
  • JAMF Proficiency: Manage Apple devices using JAMF.
  • Automation and Scripting: Develop scripts to enhance IT processes.
  • Problem Solving: Quickly address technical issues with innovative solutions.

Technical Requirements:
  • Operating Systems: Proficiency in Windows and Mac OS.
  • Productivity Tools: Familiarity with Microsoft M365 Suite and collaboration tools.
  • Business Applications: Knowledge of enterprise software solutions is a plus.
  • Cybersecurity: Understanding of security protocols and tools.
  • Systems Management: Experience with IT management software.

Skills:
  • Proficiency in Intune and Autopilot.
  • Strong communication skills.
  • Ability to lift and move equipment.
  • Experience in high-paced environments is preferred.
  • Strong analytical and interpersonal skills.

Education:
  • Bachelor's degree in IT or equivalent experience.
  • Relevant certifications are advantageous.

Qualifications:
  • Demonstrated experience in IT support.
  • Strong problem-solving and creative thinking abilities.
  • Excellent verbal and written communication skills.
  • Ability to prioritize tasks effectively.
  • Strong interpersonal skills for client interaction.