Help Desk Engineer – Level II – 100% Hybrid

Innovative, reputable, and fast-growing IT consulting company has an exciting career opportunity for a highly motivated Help Desk Engineer Level II.

The position is hybrid and company equipment to be successful will be provided. We are a premier Managed Service Provider, Microsoft Gold CSP (Cloud Service Provider) and Citrix CSP to the legal and small-medium business communities, providing technology solutions to law firms and businesses throughout Southern California.

As the company is involved in installations and support of numerous types of hardware, cloud solutions and software applications, we are seeking a candidate with the knowledge, skills and experience to be supportive from day one.

Qualifications

The ideal candidate will have a minimum of 3-5 years' prior experience, preferably with an MSP, driven and self-motivated and proficient working knowledge of the following technologies :

• ALL recent versions of MS Windows Server
• Active Directory, DNS, DHCP, RDP, TCP / IP, VPN, SSLVPN
• Citrix Cloud, Citrix Virtual Apps and Desktops
• Azure Virtual Desktop / Nerdio experience a Plus
• Experience with IAAS Platforms such as AWS and Azure
• MS Exchange Server (2007-2019) and Office 365 hosted solutions, including migrations from prior versions and cloud Exchange deployments
• Moderate MS SQL Server database management
• Experience with Ubiquiti Solutions including APs and Cloud Keys for Remote Management
• VMware vSphere management, including new implementations and migrations from prior version
• HPE servers and storage solutions including Nimble SAN, MSA Storage
• Networking experience including configuring VLANs, experience configuring and supporting managed Layer II / III switches
• SonicWALL NSv, NSA- and TZ-series firewalls
• Mimecast Familiarity, if not certification.
• Network assessment and documentation with solution recommendations

Additionally, the ideal candidate will also possess :

• Current technical certifications in Microsoft Solutions, Azure, Citrix, SonicWALL, VMware, Nerdio and / or CISSP would be highly desirable.
• Ability to work independently, be self-motived and manage time effectively
• Experience with law firm-specific application suites and legal macro packages
• Experience identifying and resolving security vulnerabilities in a customer's network
• Familiarity with ConnectWise PSA and Datto RMM platforms
• Experience using IT Glue (or equivalent) for System Documentation
• Ability to maintain client confidence and protect operations by keeping information confidential
• Proven analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to keep calm and work well under pressure, to think critically and resolve issues

Responsibilities

Our team of Help Desk Engineers work closely with our Service Department and the clients directly. Communication, lots of patience and customer service skills are essential.

While our client base is primarily located in Los Angeles and Orange counties, we are currently hoping to find a candidate that could also go on site occasionally in the Orange County area ideally, although not a requirement.

Most of the position can be handled remotely, but there are occasional incidents that require an on-site touch. Expense reimbursement for travel and parking is provided.

A typical day includes tickets ranging from, but not limited to, emails getting held by Mimecast, user onboarding, user off boarding, issues with macros, issues connecting to their cloud desktop (AVD and Citrix), printing, Wi-Fi as well as many issues both simple and complex.

A good candidate is confident in their abilities, but also humble enough to ask for assistance when they see an obstacle, they are not sure how to tackle.

Most of our tickets are either resolved or escalated within 15-30 minutes of contacting the client. We ask clients to rate us on every ticket and all non-positive tickets are addressed immediately by the Help Desk Manager.

We are proud in our support procedures that we have not seen a sub 95% positive company-wide score in many years.

We are a fully remote IT company embracing the solutions we consult with our clients. We meet regularly as a team remotely to continue embracing the top notch culture at our company.

We provide our employees with a very generous compensation package, which includes a competitive above market pay range and comprehensive benefits.

Our benefits package includes paid vacations / holidays / personal time, medical, dental and vision insurance, 401(k) plan with employer-paid matching contributions, profit sharing, and company-funded life insurance.

If interested, please email your resume to [email protected] , along with a cover letter explaining why you are most qualified for this position and be sure to include salary history and any specific requirements.

During this phase of our recruiting effort, we will not accept telephone calls. Only those candidates meeting the requirements will be contacted. No recruiters please.