Level 2 Technical Support

We're on the hunt for a self-motivated and skilled individual to become a part of our Managed Services Provider (MSP) support team based in California. We're specifically looking for a level 2 help desk candidate who holds IT certifications and boasts 3+ years of experience working within an MSP environment.
Fluency in English is a must, alongside a proven track record of effectively communicating with end-users. Proficiency in Microsoft Windows operating systems is crucial, and familiarity with Mac systems would be advantageous. Bonus points if you've previously handled Autotask, Connectwise, Halo, Continuum, or Datto products.
We're looking for someone who can handle their own workload and think independently. Your role will involve managing incoming alerts, handling calls, and resolving tickets from end users. You'll be part of a dynamic and professional team in a fast-paced environment.
We need someone in the CST or EST time zone to align with our US Pacific Time schedule... typically starting at 6-7AM PST and ending at 2-3PM PST. Rare weekend work with advanced notice and occasional early starts at 5AM PST for urgent projects may be required. Start date: ASAP.
General skills required:
? Communication Skills: Strong verbal and written communication skills to effectively interact with end-users, colleagues, and stakeholders. Ability to explain technical concepts in non-technical terms.
? Troubleshooting and Problem-Solving: Excellent problem-solving skills with a methodical approach to diagnosing and resolving technical issues. Ability to analyze logs, error messages, and system performance metrics.
? Operating systems: Proficiency in Microsoft Windows (desktop and server editions), including troubleshooting, configuration, and administration tasks. Familiarity with macOS is a plus.
? Networking: Solid understanding of networking concepts such as TCP/IP, DNS, DHCP, VPN, VLANs, routing, and switching.
? Server Technologies: Working knowledge of server technologies including Active Directory, DNS, DHCP, Group Policy, File Services, and Print Services. Experience with virtualization platforms such as VMware vSphere or Microsoft Hyper-V is a bonus.
? Cloud/SaaS: Microsoft 365 and/or Google Workspace user administration and management.
? Software Applications: Ability to support and troubleshoot common business applications such as Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), email clients, antivirus software, backup solutions, etc.
? Hardware: Experience troubleshooting and configuring hardware components including desktops, laptops, servers, switches, routers, and peripherals.
Here are the things you MUST have:
? Previous employment with an MSP or in a fast-paced help desk environment is preferred.
? Industry certifications, especially Microsoft certifications, would be beneficial.
? Ensure reliable access to electricity (no brownouts or blackouts) and a fast, highly reliable WIRED internet connection. No wifi.
? Possess a recent, up-to-date computer (Windows 10/11 or MacOSX) that is fully secured.
? Live in an environment conducive to phone interactions, free of outside noise or disruptions to maintain a professional and quiet atmosphere.
? Excellent documentation skills, maintaining comprehensive records of new projects through Standard Operating Procedures (SOPs) and documenting system changes in our designated platform.
? Exhibit strong time management abilities, effectively handling time-based tickets and projects, coordinating with clients and team members, and communicating work clearly and professionally.
? The capability to work autonomously with minimal oversight.
Here's the good stuff:
? Competitive Salary. Our range is pulled from Glassdoor averages.
? Overtime if you are required to work above 40 hours per week.
? Study time and paid training/certifications.
? Vacation time and an annual paid day off for your birthday.
? Sick leave according to the California state requirements.
? Internet connection reimbursement.
? One paid flight in the contiguous United States (after 1 year).
? We are open to discussing benefits as per your interest.
Job Type: Full-time
Pay: $28.00 - $35.00 per hour
Expected hours: 40 per week
Benefits:
? Paid time off
Experience level:
? 3 years
Schedule:
? 8 hour shift
Work Location: Remote

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