Service Desk Engineer @ AllSafe IT - Pasadena, CA

Job Overview

2 months ago

Service Desk Engineer

AllSafe IT - Pasadena, CA

Tier 3 Service Desk Engineer (Level 3)

Department: Service and Support

Reports to: Service Manager

We are seeking a diligent, amiable, and talented Tier 3 Network Systems Engineer to provide outstanding service to our clients. We are an MSP that delivers services to small-medium-sized businesses and our engineers monitor, manage, and support all aspects of our clients’ environments, including but not limited to their workstations, phones, servers, networks, and applications. Our engineers also work hard to identify problems and resolution activities, as well as to grow and to develop the organization's perception with existing customers through exceptional customer service. They are highly organized, able to self-manage and possess great interpersonal communication skills.

Under the direct supervision of the Service Manager, the Network Engineer / Tier 3 Support Specialist will provide remote & on-site technical support for all Allsafe IT clients. The Tier 3 Support Specialist must be able to quickly and professionally identify, research, and resolve a wide range of issues relating to technology and computing systems. The Tier 3 Support Specialist will also serve as an “escalated point of contact” for in- house technical support needs. The applicant must embrace the entrepreneurial spirit of our small, growing organization and possess high levels of self-initiative, accountability, and flexibility, coupled with a professional and strong work ethic.

We have an amazing team of systems engineers on staff, and we are interested in even more amazing people to join and grow with our team! The successful candidate will possess the following:

  • Good Character
  • Delivery of customer service that exceeds expectations
  • Lifelong love of learning
  • The ability to create fun
  • The ability to work on and contribute to a team

Role Responsibilities:

· Become intimately aware of AllsafeIT’s core products and our customers environments

· Act as a role model and discharge technical management within a team, encouraging mutual respect and commitment

  • Communicate with users via phone, e-mail, and IM/chat to quickly resolve issues in the most efficient manner all the while ensuring that customers feel value, satisfaction, and empathy.
  • Provide technical support for all levels of staff from end-user to executive.
  • Serve as an escalation point to resolve issues fielded by Tier 2 Engineering Team

· Create and document processes and procedures for all tasks, systems, and new tools released and provide training to the Tier 1 & 2 organization

  • Utilize a centralized ticketing system to resolve, document, manage and communicate with users.
  • Provide support for VOIP telephone systems, including handsets and conference room phones.
  • Provide support for PC users, including office and remote employees.
  • Perform detailed and easy to read documentation on troubleshooting steps to facilitate working together with others.
  • Monitor and prioritize incidents and tickets. Escalate and/or work in tandem with appropriate people from within the organization and select vendors on unresolved issues.
  • Utilize/mobilize all third-party/partner technical resources to solve problems where necessary.
  • Install and configure workstation, telephony, video, and mobile hardware/software as required.
  • Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution.
  • Assist the team with reducing the amount of trouble tickets generated by participating in process improvements, candid and business direct feedback and participating in meetings providing value add dialog for the betterment of the group
  • Serve in on- call rotation for 24/7 escalation when applicable

Required Skills:

· 3-5 years Network Systems Engineer (mid to senior level)

· 3-5 years Providing desktop & end-user support for both hardware and software

· 3-5 years In MSP environment or associated technical field

· Excellent Customer service experience and orientation

· Familiar with 24x7 Call Out Environment

· Ability to communicate effectively with technical and non-technical users.

· Provide desktop & end-user support for both hardware and software.

· Knowledge of common desktop applications such as MS Office Suite, Adobe products and Intuit products.

· Excellent troubleshooting skills with different Operating Systems such as Windows 7, Windows 10, and MAC OSX.

· Familiar with SAS solutions such as Microsoft 365, Google Workspace and Adobe CC.

· Ability to work independently as well as on a team.

· Ability to learn and document processes of third-party applications that you might not be familiar with.

· Be a self-starter, eager to learn and get involved in the troubleshooting process.

Beneficial Skills:

  • Ninja, Addigy, Automate, 365, Connectwise Manage, MS Teams
  • Cyber Security

Training and or Certificates:

  • Bachelor’s Degree in computer science or related field or equivalent experience
  • VMware Certifications a plus
  • Microsoft Certifications a plus
  • CompTIA Certifications a plus

Job Type: Full-time

Benefits:

  • 401(k)
  • Disability insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • M-F
  • 8-hour shift
  • 9AM-6PM

Job Type: Full-time

Pay: $55,000.00 - $95,000.00 per year

Benefits:

  • 401(k)
  • Dental insurance
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Referral program

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday
  • On call

Ability to commute/relocate:

  • Pasadena, CA 91105: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • How many years experience do you have working for a Managed Service Provider?

Work Location: One location

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