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Level 2 IT Technician - technical support - job employment

City: Los angeles
Date: 16 Sep 2020
Category: Technical Support

The 2nd level technician is responsible for maintaining the design and integrity of the internal systems, including customer-facing hosted and cloud environments, as well as providing technical assistance to team members with escalation requests. Our 2nd level technicians also work on projects with our professional services team; including network and system upgrade projects.
Position is work from home.

Basic Responsibilities:

Support services for Microsoft related technologies: Windows server and workstation OS
Support services for VMware virtualization, especially vSphere (ESXi) and vCenter.
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Support backup and disaster recovery using Veeam and StorageCraft Shadow Protect.
Monitor the ConnectWise Automate alerts and respond accordingly through service tickets.
Administer ConnectWise Automate system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review with senior system engineer.
Document maintenance for all computer systems and network infrastructure in IT Glue and ConnectWise Manage.
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
Additional Duties and Responsibilities:

Ability to work in a team and communicate effectively.
Escalate service or project issues that cannot be completed to senior system engineer.
Business awareness: willingness to attain knowledge of clients and how IT relates to their business strategy and goals.
Document internal processes and procedures related to duties and responsibilities.
Responsible for entering time in ticketing system as they occur.
Work through project tickets and phases in ConnectWise as assigned by project manager.
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Required experience and abilities:

3 years’ experience with VMware ESXi or similar hypervisor
3 years’ experience with Office365
Strong knowledge of Windows ecosystem (Vista/7/8/10/ and Server 2008R2/2012/2012R2/2016)
3 years’ experience with Active Directory, including Group Policy, DFS, DHCP, DNS and other common services.
Setup and troubleshooting of networks including DHCP, DNS, IP/subnets, VLAN and routing
Strong interpersonal skills
Strong ability to troubleshoot complex technical issues and investigate independently.
Ability to multi-task and adapt to changes quickly.
Service awareness of all organization’s key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Self-motivated with the ability to work in a fast-moving environment.
Honest and trustworthy; no drama, gossip or negativity.
Ideal Candidate Experience and Abilities:

Certifications such as: Microsoft MCP, MCSA, or MCSE, Fortinet NSE, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
Experience with Microsoft Azure
Experience with Amazon Web Services
Experience with ConnectWise Manage PSA
Experience with ConnectWise Automate RMM
Experience with Linux/Unix based environments
Experience with macOS
Educational/Vocational/Previous Experience Recommendations:

Minimum 3 years of experience in network and system administration
BA/BS in IT related field preferred but not required.
Certifications preferred but not required.
Email us your resume, LinkedIn profile and cover letter with "Sysadmin" in the subject line.


Health Insurance
Paid Vacation and Sick Days
Compensation commensurate with skill level and experience.
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