Technical Support Specialist, Level II - On-Site in Huntington Beach

Job Description

Job Description

CAL IT Group is a growing full-service Managed Services Provider (MSP) currently seeking a Technical Support Specialist, Level II.

You will install, upgrade and troubleshoot hardware and software systems. If you’re computer-savvy, enjoy supporting end users, and looking to learn new technologies in a fast-paced environment, we’d like to meet you! To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions and be able to communicate clearly both verbally and written. You should be familiar with remote troubleshooting techniques. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction. This is a great opportunity to expand your IT knowledge with a fast-growing IT Service Provider!

Responsibilities:
-Provide on-site and remote end user support with focus on client satisfaction, quality customer service, technical expertise
-Provides Windows and MAC Support, provisioning new users in both application and hardware, troubleshooting network connectivity issues, installing operating systems, installing applications, system imaging and system migration
-Perform mid-level network diagnostics and repairs as directed and under the supervision of senior level technicians
-Assist with regular proactive monitoring of client backup / data recovery operations
-Professionally document all work performed and submit accurate timecards on a daily basis
-Providing escalation support and mentoring the Technical Support Team, communicating and adhering to new procedures, policies and goals
-Delegating tasks and achieving daily, weekly, and monthly goals
-Monitoring call and ticket queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures
-Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services
-Creating, maintaining, and improving Autotask checklists/templates and IT Glue Documentation
-Auditing customer accounts to ensure accuracy of information
-Handling escalated issues from customers
-Analyzing existing operations and scheduling training sessions and meetings to discuss improvements
-Updating work schedules and performing troubleshooting as required
-Motivating staff and creating a space where they can ask questions and voice their concerns
-Managing and participating in the on-call schedule

Requirements:
-3-5 Years’ Experience in a similar role
-Bachelor Degree or College Diploma in a relevant field preferred
-MSP experience a plus
-CompTIA Network+ (or similar) certification or equivalent experience
-Excellent communication skills with a strong customer focus
-Excellent technical, diagnostic, and troubleshooting skills
-Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels
-Dynamic, energetic, motivated, positive outlook Skilled in a computerized work environment utilizing Microsoft Office, specifically Word and Excel
-Ability to work with minimal supervision Team player with good interpersonal skills
-Good understanding of Networking including Switches, Routers, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, Latency, VoIP, QoS
-Possess valid and clear drivers’ license and have access to a good working car and/or other form of reliable transportation as required
-Ability to participate in after hours on-call rotation

Compensation/Benefits:
-Ten paid holidays per year
-Paid time off
-Paid Sick time
-401(k) with matching
-Health insurance
-Dental insurance
-Vision insurance
-Volunteer time off
-Casual work environment
-Cell phone reimbursement
-Professional development assistance
-Referral program

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