LA Area Mid-Level Field Help Desk Technician

WHAT WE ARE LOOKING FOR

The field technician will provide remote and on-site technical support in the greater Los Angeles metropolitan area. Remote support will be conducted from your home office. This role is customer-facing and will require solutions-based customer service skills as well as strengths in organization and documentation.

We are looking for a dual technician, someone who is knowledgeable and energized about solutions and future developments in both Windows and Mac environments.

We are looking for someone who understands urgency with respect of our client’s needs and takes pride in providing efficient solutions and detailed notes.

This position will remotely report to the Service Desk Manager who is based in NYC.

WHAT YOU'LL DO

Troubleshoot & resolve issues by analyzing, identifying, and diagnosing symptoms.

Perform root cause analysis by using established processes.

Provide technical assistance with computer hardware and software to clients.

Resolve issues for customers via phone, in-person, and/or remote support.

Respond promptly to client requests and fully document work time in systems of record, primarily ConnectWise.

Document all physical assets and software deployed to clients.

Follow available KBA’s and update client documentation as procedures evolve.

Collaborate with internal teams and external vendors as necessary to achieve the resolution of customer requests.

Perform other duties as required and assigned.

Participate in an after-hours on-call rotation.

Go to various on-sites in LA area (car, insurance and valid driver’s license is required)

WHAT YOU NEED TO KNOW

Microsoft Windows, MacOS, iOS, Android

Application troubleshooting

Network layer 1-3 troubleshooting

Email Security (Phishing identification/explanation to clients, identification of legitimate hacked account)

Microsoft M365/Google Admin Console

Google Workspace

Microsoft SharePoint

Server troubleshooting (Server 2012-2022, MacOS Server, NAS)

Email migrations and some familiarity with various email services.

Enterprise Network Equipment (SonicWall, Meraki, Unifi, etc.)

Backup escalation/troubleshooting

Advanced VPN client troubleshooting

Understand and configure RAID on various platforms.

VoIP troubleshooting

Spam filter troubleshooting

Advanced email troubleshooting (NDR, contacting email host support)

Printer relays through O365/Google

WHAT WE EXPECT

Ability to explain technical concepts to non-technical users with approachability and empathy.

Ability to prioritize a queue of dispatched service desk tickets.

Ability to maintain professionalism and aptitude for handling technical issues presented in a timely manner.

Proficiency in escalating issues with respect to triage requirements.

Proven track record of at least 3 years of experience supporting Windows and Apple environments.

Ability to work well in a team environment.

Have strong organizational skills and the ability to manage multiple customers and multiple issues.

Ability to function effectively in a fast-paced environment.

Experience using a ticketing system / RMM tool and PSA software.