Service Desk Engineer

Our client is one of the succesful Managed IT Service Provider in located in San Francisco and the East Bay, United States. They have a friendly and supportive work environment, with a hands-on leadership team. We are looking to add an experienced, professional, and personable IT Support/Help Desk Engineer to our growing team. This is a fantastic career opportunity for a proactive, highly motivated individual who wants to utilize his or her current tech skills and expand their knowledge.

• At least 8 to 10 years of remote/help desk experience, ideally in a managed IT service environment
• Experience supporting end users (ideally for 10 yrs with US end users)
• Experience with ConnectWise ticketing system and/or IT Glue are a major plus
• Ability to easily troubleshoot and resolve PC and Mac-related hardware, software, operating system, email,
• printing, and network issues
• Administer Active Directory (user accounts and security groups)
• Strong familiarity with Mac OS
• Strong familiarity with Windows 10
• Experience with Microsoft Office 365 and Outlook Web Access (OWA)
• Knowledge of GSuite administration
• Ability to learn/administer apps such as Okta, OneLogin, LastPass, Citrix VDI, SolidWorks, Meraki, Zoom, Ring
• Central, JumpCloud, Slack, QuickBooks, Box, DropBox, MFA
• New Mac/PC setup and general configurations
• iPhone/Android setup, configuration, and sync-issue resolution
• Virus/malware removal and prevention
• Familiarity with an IT service ticketing system and creating IT documentation
• Excellent verbal and written communication skills
• The ability to work independently as well as with our team
• Reliable, on-time, personable, and customer-focused
• The ability to multi-task and work across a range of IT issues with various timelines and priorities
• Poise and patience during phone-based tech support and potential onsite visits
• Solid writing skills to document work completed and create/maintain IT documentation for clients
• Comfortable working with a variety of clients, other techs, and HW/SW vendors
• Energetic, able to switch gears quickly from job-to-job / task-to-task
• Desire to learn; independently and on the job

• The ideal candidate will have solid tech skills, with the ability to quickly and efficiently triage issues.
• New computer and end-user setups
• Troubleshooting PC and Mac issues via remote login or occasional onsite visits
• Updating client IT documentation and tickets
• Contacting vendors on behalf of clients
• Reinstalling Windows/Mac OS and performing system upgrades
• Resolving malware and virus issues on Macs and PCs
• Active directory administration
• Office 365 exchange administration
• Google Suite administration
• Windows troubleshooting
• Mac troubleshooting
• VPN troubleshooting
• Cisco Meraki experience
• Office apps troubleshooting (primarily Outlook)
• General server troubleshooting
• General networking troubleshooting
• Account and computer setups