Senior Help Desk Engineer

About You

You are located within 50 minutes of our office in Pasadena, CA and able to travel to client sites for on-site support. You thrive in a structured, process-driven environment and believe that following well-defined workflows leads to the best results. You take ownership of your work, hold yourself accountable, and seek out candid feedback as a tool for growth. You embrace continuous improvement and are adaptable to adjustments in your role.

• 10-15 years of experience handling escalated support requests
• Advanced experience with a wide variety of helpdesk tools and ticketing systems (such as ConnectWise, Autotask, or Kaseya)
• Knowledge of cybersecurity risks and best practices for protecting sensitive data and systems
• Experience documenting procedures, troubleshooting steps, and resolutions
• Experience with a Managed Service Provider (MSP)

Preferred Experience or Certifications

• MS-900, MS-700, MS-721, MS-102, MD-102, AZ-900, AZ-104, AZ-305, AZ-800, SC-900, SC-300, SC-200, ACSP

Skills

• Achieved certification or advanced experience in architecting or designing from the ground up in the following areas: Windows (Servers & Networking), Office 365, Microsoft Hyper-V, Apple MacOS and iOS, Cisco Meraki, Dell PowerEdge, Sophos XG Firewall and Central Endpoint and Server, Ubiquiti UniFi Network and Enterprise Wireless, Datto, Veeam Backup and Replication, IronScale, Azure Administration, APC UPS Management, Powerchute Business, VMWare Certifications
• Deep understanding of IT systems, hardware, software, and networking concepts to quickly diagnose and resolve complex technical issues
• Strong focus on customer satisfaction and relationship building
• Excellent verbal and written communication skills
• Ability to manage multiple tasks simultaneously, prioritize, and meet deadlines
• Ability to collaborate effectively with other team members
• Willingness to adapt to change and interest in professional growth
• Ability to follow detailed processes

About Us

AllSafe IT is a Managed Service Provider (MSP) that delivers services to small to medium-sized businesses.

Benefits

• Health, dental, and vision insurance
• 401(k) with employer matching
• 2 weeks of vacation per year
• 40 hours of sick pay per year
• 8 hours of paid volunteer time per year
• 8 paid holidays per year
• Reimbursement for passing quarterly certification exams
• Bonusly employee-to-employee recognition program
• Dog-friendly office

Our Values

• We do what we say we’ll do.
• We care about the process.
• We are generous with what we know.
• We enjoy the people we work with.
• We choose compassionate candor.

Responsibilities

• Provide advanced technical support to clients, VIP, and internal teams
• Provide on-site support to clients as assigned throughout the greater Los Angeles area
• Act as a point of escalation and complete incident and change management tickets
• Serve as a project resource or technical owner and ensure quality assurance
• Improve technical documentation for all incident and request management, maximizing efficiencies in workflow and profitability
• Continue to cultivate knowledge and skillset, always learning new technologies