Level 2 Help Desk Technician

COMPANY

Based in Irvine, California, SMS Datacenter is a leading provider of Managed Services, Colocation and Private Managed Cloud, as well as Software development and Professional Services. SMS has over 650 technology professionals.

POSITION

As a Level II Help Desk Technician you will be working with your team and under the strategic direction of your Team Lead to meet company goals and maintain the best client satisfaction possible. Following company policies and procedures Level II Help Desk Technicians are expected to answer phone calls as they come in, monitor, complete tickets as they come through and follow the general direction given by your Team Lead or Leadership. Level II Help Desk Technicians also perform occasional onsite visits to customer locations for basic troubleshooting and installations. Issues requiring a deeper scope of knowledge will be escalated to other internal company teams in accordance with company procedure. If you are looking for a fast-paced environment with plenty of room to grow in a supportive company look no further!

An excellent candidate will have:

· At Least 2 years of computer help desk experience

· At Least one year of onsite customer support experience

· Desktop Support - Windows and MacOS

· Layer 1 and basic TCP/IP Network Troubleshooting

· IP addressing and network cabling – LAN and WAN basics

· DNS basic troubleshooting

· Solid Foundation of Troubleshooting Techniques

· Flexible generalist comfortable working with new software and hardware

· Self-Motivating Tendencies

· Great organization & multitasking skills

·Must be able to follow up with multi-day issues and see tickets through to completion

·Communicating and Escalating with Team Members

Ability to demonstrate competency with the following:

·Ticketing systems and time keeping (Autotask PSA)

·Remote User Support (SplashTop and Datto RMM)

·Active Directory (user creation/password resets) and MDM (AirWatch/WorkspaceOne)

· Outlook & Webmail (Exchange and O365)

·Email Filtering Software (Proofpoint)

· Printer Installations and Troubleshooting

· Virtual Environments (ESXi/VCenter)

· Various Server Operating Systems

· Backup Technologies and Strategies (Veeam)

Related Experience and Qualifications (Nice to have):

· Any of the following A Certified, Network , Microsoft Certification, VMware, etc.….

· Associates or Bachelor's Degree is a plus but not required

· Linux Knowledge is a Plus but not required

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Anaheim, CA 92805: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location