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Sr Service Desk Engineer

Los Angeles, CA 90028

Posted: 01/13/2023 Employment Type: Permanent Industry: Technology Job Number: 16420 Pay Range: $80,000-$90,000

Job Description


An IT solutions company is looking for Sr Service Desk Engineer in Los Angeles, CA. This position offers a hybrid work structure where employees can work remotely or from the office. This position will be responsible for Receiving, prioritising, documenting, and actively resolving requests from our clients in a timely manner. A large proportion of this job requires talking to clients on the telephone working in a busy (sometimes high pressure) helpdesk environment. You should have an excellent telephone manner.

Pay Range: $80,000-$90,000 DOE

Responsibilities: 
  • Communicate with users via phone, e-mail, and IM/chat to quickly resolve issues in the most efficient manner all the while ensuring that customers feel value, satisfaction, and empathy.
  • Provide technical support for all levels of staff from end-user to executive
  • Utilize a centralized ticketing system to resolve, document, manage and communicate with users.
  • Provide support for VOIP telephone systems, including handsets and conference room phones
  • Provide support for PC users, including office and remote employees
  • Perform detailed and easy to read documentation on troubleshooting steps to facilitate working together with others
  • Monitor and prioritize incidents and tickets
  •  Escalate and/or work in tandem with appropriate people from within the organization and selected vendors on unresolved issues
  • Utilize/mobilize all third-party/partner technical resources to solve problems where necessary
  • Install and configure workstation, telephony, video, and mobile hardware/software as required
  • Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution
  • Improvements, candid and business direct feedback and participating in meetings providing value add dialog for the betterment of the group

Qualifications:
  • 6-10 years of experience as a tier 3
  • Ability to communicate effectively with technical and non-technical users
  • Provide desktop & end-user support for both hardware and software
  • Knowledge of common desktop applications such as MS Office Suite, Adobe products and Intuit products
  • Excellent troubleshooting skills with different Operating Systems such as Windows 10 and 11, and MAC OSX
  • Familiar with SAS solutions such as Office 365, Google Workspace and Adobe CC
  • Ability to work independently as well as on a team
  • Ability to learn and document processes of third-party applications that you might not be familiar with
  • Be a self-starter, eager to learn and get involved in the troubleshooting process
  • Experience working for an MSP and backup solutions is a plus

Benefits: 
  • Medical and vision (Eligible after 60 days)
  • 401k (eligible after a year)
  • Life insurance
  • 10 days PTO
  • Professional development assistance
  • Referral program and growth opportunities
 
#LI-POST #ZR #INDOPS #LI-Hybrid
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