Level 2 - Helpdesk Support Technician

Working Schedule: Monday to Friday, 8AM - 5PM, Pacific Standard Time

General Summary:
Help Desk Support Technicians are strong in all the most common and popular technologies. This person should be skillful at taking on issues that require creative fixes, and go beyond typically documented SOPS (Standard Operating Procedures).

This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, VPN's, firewalls, backup systems, and more. The more truly capable the technician is in all these areas, the higher the utility value.

Position Responsibilities:
• Daily time entry and management
• Assist with small projects.
• Provide technical assistance with computer hardware and software.
• Resolve issues for clients via phone, in person, or electronically.
• Participates in the review, evaluation and recommendation of solutions relating to hardware and software and/or network updates.
• Track customer issues and resolutions
• Provide advice and training to users.
• Emulate or reproduce technical problems encountered.
• Determine and document problems experienced.
• Consult documents to implement solutions.
• Communicate with computer users experiencing problems.
• Assist Sr. Engineers on Larger projects.
• T&M service requests
• Backup Maintenance
• Installation, configuration, troubleshooting, and customization of MS Office Suite applications per customer's preferences.
• Understanding of and ability to install, configure and test workstation hardware, including video cards, NICs, sound cards, hard drives, and PDAs.
• Network Server – Experience with Windows Server (On-premises, Virtual, and Cloud) • Configure file, print, and remote access services.
• Windows Server administration, including adding/removing users and groups, configuring file permissions, checking event logs, configuring and restoring from backup
• Administration of enterprise e-mail application, including adding/removing users and groups, configuring folder permissions if applicable, forwarding mail to other accounts, and adding aliases
• Ability to deal effectively with stressful situations
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Ability to provide accurate time estimates for how long a task will take
• Ability to quickly learn new technologies through the use of self-study materials and intuition
• Ability to articulate technical information clearly and simply to non-technical people

Knowledge, Skills, and Abilities:
• Experience required with Windows desktop operating systems
• An understanding of Microsoft 365 administration with experience supporting complex environments
• Understanding of Azure AD and related technologies
• Familiarity with email security best practices.
• Advanced knowledge and understanding of networking ( TCP/IP , Experience with routers and firewalls, DNS services, Wireless (WiFi) Technologies)
• Working Knowledge of Non-Cisco Firewall Technologies - SonicWALL, Linksys, NetGear

Credentials and Experience:
• Technician with two to four years experience
• Minimum 2 years experience - Server Hardware Technologies (CPU/RAID/SCSI) Support
• Minimum 2 years experience - Data Backup and Recovery Support, Corporate Antivirus
• Support, VPN Connectivity Support
• Consistently bills 3-X W2
• Has at least one certification. The following certifications are preferred: MCITP, MCP, CCNA/CCDA/CCNP, Project+, Network+, Apple
• Solid dependable engineer, follows directions and maximizes billing opportunities
• Consistently receives good client feedback

Benefits:
13th Month Pay
HMO & SSS payment on top of the salary (After 90-day probationary period)
Personal Time Off (After 90-day probationary period)


To proceed, please send your resume to recruitment@hire.archi and specify the position you are applying for.

We appreciate your time and wish you the best of luck!

Apply now!