Only candidates with MSP experience will be considered. Please add this to the comment line of your response: Ref#: MSP-X4RT - I have experience working for an MSP.
IT Support Engineer
The Managed IT Support Engineer (Level 1/Level 2) is responsible for providing technical assistance and support related to computer systems, hardware, and software to our clients. The technician will respond to queries, diagnose and troubleshoot problems, and help our clients maintain their IT infrastructure, including Microsoft 365 and VMware environments, in optimal working condition.
This is a full-time, hybrid remote and on-site position. Customer sites to visit range from Orange County to downtown Los Angeles. Must be willing to work on-site or remotely as required.
Key Responsibilities:
1. Help Desk Support:
- Provide first-line technical support to clients via phone, email, or remote assistance tools.
- Resolve hardware, software, and network issues promptly and professionally, including those related to Microsoft 365 and VMware environments.
- Document all support interactions and solutions for future reference.
2. Troubleshooting and Problem Resolution:
- Diagnose and resolve technical issues related to operating systems, applications, and hardware components’
- Escalate complex issues to Level 2 or Level 3 technicians as necessary, ensuring timely resolution.
3. IT Infrastructure Maintenance:
- Perform regular system maintenance tasks, including updates, patches, and security configurations, specifically focusing on Microsoft 365 and VMware environments.
- Assist clients in setting up and configuring new hardware and software.
4. Microsoft 365 and VMware Expertise:
- Provide specialized support for Microsoft 365 applications, including Outlook, SharePoint, and Teams, ensuring seamless user experience.
- Manage and troubleshoot VMware virtualization environments, ensuring efficient resource allocation and performance optimization.
5. Customer Communication:
- Provide timely updates to clients regarding the status of their support requests for Microsoft 365 and VMware-related issues.
6. Collaboration:
- Collaborate with team members and other departments to enhance overall client satisfaction and improve service delivery.
- Contribute to the knowledge base by documenting common issues and solutions related to Microsoft 365 and VMware environments.
Qualifications:
Level 1 - at least 1 year working experience as an MSP Helpdesk technician
Level 2 - at least 3 years working experience as an MSP Helpdesk technician
- Relevant certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, VMware Certified Professional (VCP), or equivalent.
- Proven experience in providing IT support services, preferably in a managed IT services environment, with expertise in Microsoft 365 and VMware technologies.
- Strong knowledge of Windows and Mac operating systems, Microsoft 365 applications, and VMware virtualization.
- Familiarity with networking concepts, protocols, and troubleshooting in the context of Microsoft 365 and VMware environments.
- Excellent communication and customer service skills.
- Ability to work well in a team-oriented, collaborative environment.
- Strong problem-solving skills and attention to detail.
Work Status:
Full-time, remote and on-site work for customers in the Southern California area.
Medical benefits, PTO, and 401 k
Hours: M-F, 8 am – 5 pm
