Level II Technician

Overview

If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of Team Logic IT. Our team expands boundaries, applies know-how, and resolves challenges with smart solutions in a fast-paced, dynamic environment. Working for a local office connects you to a larger network of hundreds of technicians across North America.

Summary

The IT Technician’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician is to respond to support requests in a timely manner, be the initial reference point for all IT support-related tickets, and ensure end-user satisfaction, among other technical duties.

IT Technicians are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels, and customers daily. This position designs and implements technical solutions, solves complex technical problems, mentors others, stays abreast of technology trends, and thrives in a fast-paced environment. It focuses on serving small to mid-sized businesses to perform better, grow faster, and achieve more by leveraging technology.

This position requires you to work in the Torrance and surrounding area and must have a minimum of 2-3 years of experience working for a company that is known in the industry as a Managed Service Provider (MSP) providing outsourced IT services.

Expertise and Skill Requirements:

• Passion for delivering remarkable customer experience and success.
• Excellent understanding of troubleshooting client and server operating systems.
• Ability to communicate complex IT concepts and solutions to non-technical clients.
• Strong interpersonal, communication, and collaboration skills.
• Diagnostic skills for technical issues.
• Ability to multi-task and adapt to changes quickly.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Strong decision making and outstanding project management skills.
• Be self-motivated, reliable, and punctual.
• Strategic and detail oriented.
• Provide exceptional customer experience and technical expertise on inbound calls and escalated tickets generated by customers to ensure courteous, timely, and effective resolution of end-user issues.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Installing and configuring hardware and software components throughout various network infrastructure devices.
• Install antivirus software and ensure virus definitions are up to date.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Provisioning and system setup for new hires.
• Conduct network discoveries and customer onboarding for new managed service customers.
• Identify, propose, design, and deliver proactive and appropriate infrastructure upgrades/projects for existing managed service customers.
• Participate in discussions with customers that take their needs and business into consideration but do not jeopardize IT goals of a more secure, stable, and productive environment.
• Log time entries and notes for support and maintenance performed using our PSA.
• Provide customers with timely written and oral updates regarding their projects and/or cases.
• Update and maintain customer information in our documentation system as changes in their environment occur.
• Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users.
• Participate in our on-call rotation with the Level 2/3 Help Desk and Engineering staff.
• Establishing good relationships with all departments and colleagues.
• Ensuring company safety and security standards are met.
• Troubleshoot issues relating to:
  • Windows Server 2012/2016/2019/2022
  • VMware and Hyper-V…