Support Technician II

Salary: $1,800 - $2,000

Working Schedule: Monday Friday, Pacific Standard Time

Employer: MSP Company located in Monterey, California

Benefits:

• 13th Month Pay
• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)

General Summary

Level II Support Technician is responsible for providing partner support for the companys Products and Services. This includes deep familiarity with Server and Workstation hardware and Workstation Operating Systems as well as specific support for Servers and Workstations built on various modern Hardware. Additional products include our partnered Backup and Disaster Recovery Appliance, Security Management and a host of other third-party products delivered through vendor partnerships.

About this position:

Level II Support Technician , under supervision of the Service Manager and Service Team Lead, will respond to and resolve support tickets and escalated support for our Products and Services. Mentoring team members on these issues is also required. Support and mentoring will include a wide range of issues and requires general and specific technical expertise in many areas including: server and workstation hardware, RAID configuration, setup and troubleshooting, Operating System installation and setup, backup and disaster recovery support (using our BDR solution), virtualization using HyperV Server, Firewall troubleshooting and other technical support and service issues

including troubleshooting general issues regarding third party products offered through our Managed Services.

A typical day can vary widely with a host of issues from simple to complex. The ability to prioritize activities, multi-task and effectively manage multiple client requests is essential. Scheduling is handled by Dispatch, but you may be required to do this for your own work as well.

Level II Support Technician plays a vital role in our relationship with clients and team members. It is essential to have excellent communication skills, good follow-up, strong technical knowledge and the ability to develop and maintain excellent relationships with our clients and their staff.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excited by new technology
• Ability to effectively communicate with team members and clients including excellent written and oral communication skills.
• Ability to routinely multitask (to a reasonable degree) and reassign priorities.
• In-depth knowledge of actively supported desktop and mobile operating systems (Windows 10+/MacOS 10.X+/Window Server 2016+/Android/iOS).
• Understanding of network architecture and basic troubleshooting.
• End-User software including Microsoft 365/Office 365 management
• Strong relationship building skills
• Problem-solving abilities and able to meet reasonable deadlines.
• Experience of working in PSA software (Professional Services Automation)
• Experience of working in RMM software (Remote Monitoring and Management) Afterhours work as part of a rotation with other technicians and engineers.
• Always learning, training, and continuing education.
• Sense of humor.

Expected Outcomes and Essential Responsibilities:

• Meet or exceed the current goal for utilization (meaning time entries for service/project tickets are at least at 75% of the daily shift hours set by management).
• All Assigned service/project tickets are updated in real-time with their required next step and documented in real-time according to standards.
• Client communication and team member communication are addressed quickly and in order of priority
• Escalation procedures and policies are followed to help with efficient and effective resolution
• Communicate frequently with service manager/lead about escalation, repeat issues, root cause analysis, and technical standards
• Mentoring junior team members as needed or requested.
• Certain tasks may require field services or helping the project team with implementation

Educational/Vocational/Previous Experience Recommendations:

• 2-3 years of previous technical support in technical computer service is required.
• MSP setup experience is a plus.