Help Desk Support/Technical Support - Remote

Help Desk Support Technician, Tier II (Hybrid - Scotts Valley, CA)
Department: Help Desk
Employment Type: Full Time
Location: Remote
Technical Support Analyst, Tier II
The primary responsibilities for this position are handling second level support in Managed Services team. Respond, troubleshoot, generate and update service cases for BCS365 clients. The technology includes but is not limited to enterprise Desktops Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components.

This is a full-time, direct hire position.
Schedule: Monday - Friday, 10:00 AM - 7:00 PM (PT)
This position requires on-site support in Scotts Valley. Compensation Disclaimer : The pay range listed for this position is based on market data and reflects the company's good faith estimate of what it reasonably expects to pay. This range also accounts for potential growth and progression within the role. Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft's core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.
Function as the first point of contact to the customer for all types of service requests.
Required to be on Phone Support when not actively working a case.
Process service requests as they arrive through direct customer call or other communication vehicle. Obtain and evaluate all relevant information for service issues and requests, according to procedures.
Self-Assign incoming cases by identifying and investigating users' questions and problems and providing immediate solutions when applicable.
Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.

Responsible for entering time and all work with proper updates in ticketing system as it occurs.
Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported.
Addressing phone related issues (Apple and Android) via Intune or other MDM.
Administering security group permissions on files shares, SharePoint and other applications per policy.
Troubleshoot network connectivity, printer issues, and collaboration applications.
Responsible for technical break/fix support for all ITS Systems currently deployed in production.
Responsible for administration, maintenance and second level support of back-end global ITS systems.
Author and maintain technical documentation on system support models, common issues and solutions, as well as self-service documentation for end users to reference in the ITS Knowledge Base.
Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client's SLA.
Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
Data entry may be required for new and active clients on Ticketing system.
Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service).
Customer Focus
Demonstrate exceptional customer service skills to exceed customers' expectations and to minimize escalations by taking ownership of customer reported issues.
Illustrated diplomacy, tactfulness and empathy when dealing with customers.
Well-developed ability to appease customers experiencing service outages and difficulties.
Experience going above and beyond the duty to delight customers.
Must have a genuine drive for customer satisfaction and retention.
Skills in troubleshooting, solving problems and root cause analysis.
Proven aptitude to work well in a team or independently with minimum supervision.
Ability to troubleshoot complex problems, analyze root causes and educate customers to perform troubleshooting.
Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services.
Bachelor's degree in computer science or related field
IT Experience: 4 years minimum
Previous MSP experience, or experience supporting external customer base
Familiar with Group policy and Conditional access policy (CA)
Experience with ServiceNow and Automate RMM
Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology
CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900
Preferred Certifications: MS 102, AZ 104 or CCNA
Must be able to use a computer, handle IT equipment, and communicate with customers.
Insurance Coverage: Health, Dental, Vision, Life/AD&D, Short-Term Disability, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness

• Paid Time Off (Vacation, Holidays, Birthday)
• 401k Retirement Plan with Company Match
• Flexible Spending Account, Health Savings Account
• Fun On and Off-Site Events
• Referral Bonus Program
• Employee Assistance Program