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Help Desk - Level 2 ( Advanced English Level)


ID Oferta:




Modalidad de trabajo:

Full-time, Remoto



Descripción del empleo:

We are hiring a Level 2 Help Desk position for night Shifts ( From 12 PM to 9 AM- From Saturday to Wednesday)

Based in Irvine, California, SMS Datacenter is a leading provider of Managed Services, Colocation and Private Managed Cloud, as well as Software development and Professional Services. SMS has over 850 technology professionals.

As a Level II Help Desk you will be working under the strategic direction of theTeam Lead to meet company goals and maintain the best client satisfaction possible. Following company procedures and policies Level II Help Desk Technicians are expected to answer phone calls as they come in, monitor, complete tickets as they come through and follow the general direction given by the Team Lead or Leadership. Issues requiring a deeper scope of knowledge will be escalated to other internal company teams in accordance with company procedure.

Technical Requirements:
· At Least 2+ years of computer help desk experience
Windows and MacOS Desktop environments and troubleshooting
· Solid foundation of troubleshooting techniques
· Knowledge of Windows and Mac deployment, security, and networking
· Flexible generalist comfortable working with new software and hardware 
· Self-Motivating tendencies
· Great organization & multitasking skills
· Must be able to follow up with multi-day issues and see tickets through to completion
· Confidence to take on new projects and learn new skills on the fly

Ability to demonstrate competency with the following:
·Ticketing systems and time keeping (Autotask PSA)
·Remote user support (splash top and Datto RMM)
·Experience with Active Directory user creation/password resets) and MDM (AirWatch/WorkspaceOne)
· Outlook & Webmail (Exchange and O365)
· Email filtering software (Proof point and Similar Services)
· Printer installations and Troubleshooting
· Virtual Environments (VMware Horizon/VCenter)
· Basic to Mid-Level Network troubleshooting
· Various Windows Server environments
· Backup Technologies and Strategies (Veeam/cloudberry)
· Creative Problem Solving
·Communicating and escalating with team members

Related Experience and Qualifications (Nice to have):
· Any of the following A+ Certified, Network+, Microsoft Certification, VMware, etc.….
· Associates or bachelor's degree is a plus but not required
Responding to automated monitoring Alerts generated from Remote management tools (Datto)
Linux knowledge is a plus but not required

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