Senior IT Service Desk Technician

Company:

Founded in 1982, SMS Datacenter is a growing IT Managed Service Provider for Colocation, Cloud, Networking, Security, Service Desk, IT Consulting, and other Managed Services. We are a team of engineers and techs who tackle new projects, challenges, and issues every day, designing, supporting, and troubleshooting users’ infrastructures so they can focus on their businesses. If you enjoy busy days of working with fellow IT professionals to solve users' problems, then apply to join the team!

Position:

Do you love solving problems? Do you get excited from being challenged by different issues and environments each day? Are you looking to bring your experience and great attitude to a growing company, where your work and ideas can have an impact?

As a Service Desk Technician Level 2 at SMS Datacenter, you will take responsibility for on-site and remote support for device and user issues related to endpoints, servers and infrastructure, and networking, working with specialized engineering teams for site-wide or configuration issues when necessary. You will travel to local customer sites nearby to provide on-site support for issues and projects, and remotely resolve escalations from junior team members when in the office. You should have strong experience in desktop and infrastructure support, a decent understanding of networks, and be able and willing to learn and improve your skills every day.

This is a full-time on-site position located in Irvine, California.

Responsibilities:

• Provide Level 2 support with excellent customer service for users, building a long-term professional relationship of reliability and trust
• Effectively troubleshoot IT-related issues related to desktops, systems, and networks in multiple unique client environments
• Travel regularly to nearby customer sites to provide support
• Take on escalations in-person and remotely, providing guidance and training to junior team members
• Maintain complete documentation, including documenting work done, issue/project status, and time entries on tickets daily
• Respond immediately to calls, emails, messages, and tickets
• Support projects and do other tasks as needed

Skills Desired:

• 5+ years of professional IT desktop and infrastructure experience
• 3+ years of combined experience in roles involving infrastructure and networking support, preferably for an MSP or other multitenant environment
• Administration of Windows Active Directory, Group Policies, and various Windows OSes and platforms
• Microsoft 365 or Exchange administration, migrations, and security
• General networking including TCP/IP, Layer 2 (VLAN), WAPs, 802.11x including DNS and DHCP, Routing, Switching, Firewalling basics (preferred)
• Windows and Mac deployment and security
• Knowledge from certifications like CompTIA A+, Network+, Security+, VMWare, CCNA, Microsoft, etc. or equivalent experience

Bonus Points for the Following:

• Virtual Desktop Infrastructure and Management of environments such as VMware Horizon, Citrix, and MS Remote Desktop Services of 50+ users
• VoIP migration
• VMware experience and/or certifications (vSphere, ESXi, vCenter)
• Backup and data recovery technologies experience (Veeam, Rubrix, etc).
• Experience working with software licensing and software partners.
• Experience supporting Microsoft technologies such as SQL, IIS, DFS, File and Print, etc.
• Knowledge of cyber security technologies (AV, DNS, Web filtering, Firewalls, VPNs, Encryption)

Compensation and Benefits:

Selected candidates' job grade and total compensation will be determined by the evaluation of factors including relevant skills, knowledge, and experience, and is expected to range between $48,500 – $62,400 per year. Candidates who show exceptional skill and experience may be considered for higher level positions.

Employees who complete the first 90 days of employment will be eligible for Paid Time Off of up to 10 vacation/personal days, 5 sick days, birthdays off, and 8 company holidays each year.