Level 2 Tech for Managed IT Services Provider

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 looking for a Level 2 Tech 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.

Responsibilities

Take ownership for 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 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
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