Job Title: Desktop & Field Support Tech (Level I/ Level II)Location: San FranciscoDirect HireA Field Tech (level I/level 2) to support the clients (onsite/remote) (San Francisco, Oakland, and South Bay - San Jose).Responsibilities: Provide best -in-class IT Support involving Microsoft's core business applications and operating systems to end users Mac OSX skillset is also desired Support of disaster recovery solutions Basic technical support at the network level: LAN and WAN connectivity, routers, firewalls, and security Basic remote access solution implementation and support: VPN and Terminal Services Monitor remote monitoring and management system alerts and notifications, and respond accordingly through service tickets System documentation, maintenance, and review in our customer management system (Connectwise) Communication with customers as required: keeping them informed if an incident progresses, notifying them of impending changes or agreed outages Seek opportunities to improve knowledge, skills, and performanceAdditional Responsibilities: IMMACULATE customer service, perception, and satisfaction in work Ability to work in a team and communicate effectively Escalate service requests that require higher engineer level support Responsible for entering time and expenses in ConnectWise as it occurs Understand processes in ConnectWise by completing assigned training materials on the CW University onlineKnowledge, Skills, and Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or/ability required Advanced understanding of operating systems, business applications, printing systems, and network systems Interpersonal skills: such as telephony skills, Excellent written and verbal skills, active listening and customer-care Diagnosis skills of technical issues Ability to multi-task and adapt to changes quickly technical awareness: ability to match resources to technical issues appropriately Service Awareness of all the organization's key IT services for which support is 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 Relevant Certifications from Microsoft are a plus 3+ years of experience in this type of role.All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
