Junior Support Engineer (L2 HelpdeskTechnician)

The Junior Support Engineer is a level 2 role that will handle more complex issues and serve as the second escalation point within the Service Delivery Team. They will be assigned requests that are more advanced and that the L1 Helpdesk Technicians are unable to resolve. When needed, the Junior Support Engineer can turn to the Senior Support Engineer, Service Desk Manager, or LRIT President for guidance and support. The ideal Junior Support Engineer will communicate clearly and concisely with client end-users and with internal teams., * Manage and resolve service requests, alerts, and incidents in Halo PSA

• Troubleshoot more complex issues and provide Tier-2 support services
• Serve as escalation point for issues that are unable to be resolved by L1 technicians
• Provide hardware and software support at primary site and other sites as needed
• Install, configure, and troubleshoot hardware and software onsite
• Perform routine maintenance, such as patching, backups, and system health checks
• Escalate issues that require L3 Support Engineer or Service Desk Manager support
• Monitor and advance tickets to meet Service Level Agreement (SLA) requirements
• Follow security protocols and monitor potential security risks
• Add apps or SharePoint sites, and determine security levels needed
• Assist with project-based installations and client office set-ups
• Communicate and document troubleshooting steps and interactions in Halo PSA
• Adhere to or document processes and procedures in documentation software
• Establish and maintain relationships with clients and vendors
• Maintain communication with the client regarding their ticket status and progress
• Reconcile client related expenses against related service requests or project tickets
• Provide courteous and professional communication with clients and internal team

• Great communication skills, founded in being a good listener
• A deep desire to deliver an amazing client experience
• A love of and ability to solve problems and challenges
• Must be able to type quickly and accurately while talking on the phone
• Excellent written and verbal skills
• Attention to detail and highly organized
• Ability to work independently and manage multiple priorities
• Strong understanding of support tools, techniques, and best practices
• Strong understanding of operating systems, business applications, printing systems, and network systems
• Advanced knowledge of IT applications, hardware, and software
• Deep understanding of network hardware, VPNs, DNS, TCP/IP
• Advanced knowledge of Windows Operating system, including Active Directory
• Knowledge of virtualization platforms, such as Hyper-V or VMware
• Strong diagnostic skills of technical issues related to end-user hardware, software, and network devices
• Advanced experience in workstation installations and cable management for end-user devices and peripherals
• Advanced experience and knowledge of Microsoft 365, Azure AD/Entra, and Intune
• Advanced experience working with vendors to troubleshoot hardware and software
• Experience with a Remote Monitoring and Management tool
• Able to lift up to 50 pounds
• Class C Driver’s License
• US Citizenship, or proper eligibility to work in the US

Nice to Have

• High-school diploma or equivalency (GED)
• Experience in a Helpdesk role or at an IT Managed Service Provider (MSP)
• Experience working in a ticketing system or with PSA software
• CompTIA A+, Security+ & Network+ Certifications
• Azure Administrator Associate and Microsoft Fundamentals
• Any other industry recognized certifications, * Do you have MSP (Managed Services Provider) experience?

Experience:

• L2 (Tier 2): 2 years (Required)

License/Certification:

• Driver’s License (Required)

401(k), Health insurance, Paid time off, Vision insurance, Dental insurance Full-time San Diego, CA 92123, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

We are a Managed IT Service and Consulting company focused on providing solutions to the SMB market. We value work-life balance, innovation, employee development and collaboration. The number one goal of everyone on our team is to make our clients exceptionally happy. We are currently seeking a Junior Support Engineer that will play an important role in making sure that happens.