Technical Support Specialist, Level II - On-Site in Huntington Beach

Responsibilities

• Provide on-site and remote end user support with focus on client satisfaction, quality customer service, technical expertise
• Provides Windows and MAC Support, provisioning new users in both application and hardware, troubleshooting network connectivity issues, installing operating systems, installing applications, system imaging and system migration
• Perform mid-level network diagnostics and repairs as directed and under the supervision of senior level technicians
• Assist with regular proactive monitoring of client backup / data recovery operations
• Professionally document all work performed and submit accurate timecards on a daily basis
• Providing escalation support and mentoring the Technical Support Team, communicating and adhering to new procedures, policies and goals
• Delegating tasks and achieving daily, weekly, and monthly goals
• Monitoring call and ticket queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures
• Easing establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services
• Creating, maintaining, and improving Autotask checklists/templates and IT Glue Documentation
• Auditing customer accounts to ensure accuracy of information
• Handling escalated issues from customers
• Analyzing existing operations and scheduling training sessions and meetings to discuss improvements
• Updating work schedules and performing troubleshooting as required
• Motivating staff and creating a space where they can ask questions and voice their concerns
• Managing and participating in the on-call schedule

Requirements

• 3-5 Years’ Experience in a similar role
• Bachelor Degree or College Diploma in a relevant field preferred
• MSP experience a plus
• CompTIA Network+ (or similar) certification or equivalent experience
• Excellent communication skills with a strong customer focus
• Excellent technical, diagnostic, and troubleshooting skills
• Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels
• Dynamic, energetic, motivated, positive outlook
• Skilled in a computerized work environment utilizing Microsoft Office, specifically Word and Excel
• Ability to work with minimal supervision
• Team player with good interpersonal skills
• Good understanding of Networking including Switches, Routers, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, Latency, VoIP, QoS
• Possess valid and clear drivers’ license and have access to a good working car and/or other form of reliable transportation as required
• Ability to participate in after hours on-call rotation

Compensation/Benefits

• Ten paid holidays per year
• Paid time off
• Paid Sick time
• 401(k) with matching
• Health insurance
• Dental insurance
• Vision insurance
• Volunteer time off
• Casual work environment
• Cell phone reimbursement
• Professional development assistance
• Referral program