Global Sr. Help Desk Technician (Level 3)

Overview

Company Profile

Electro Rent is a leading global provider of test and technology solutions that enable its customers to accelerate innovation and optimize investments. Electro Rent's rental, lease, sales, and asset management solutions serve industry-leading innovators in communications, aerospace and defense, automotive, energy, education, and general electronics and have done so since 1965.

As the world's largest resource for testing and technology, we offer equipment from more than 300 brands - ensuring our customers access to equipment that fits their exact need and specifications. Electro Rent is proud to partner with the leading manufacturers who strive to deliver against the latest technologies with quality and reliability.

Electro Rent Leaders Excel at Designing the Solutions that Expedite Equipment Value. When You Want to Move from Design to Delivery in Less Time, Electro Rent Expertise is Unequaled.

Business Profile

Electro Rent Americas is a leading supplier of complex components and assemblies to the global aerospace industry.

With a deep understanding of test equipment life cycles and utilization, our team of test equipment specialists offer comprehensive strategies that lower the cost of test. Our team, including highly-skilled engineers, responsive customer service representatives and excellent global logistics professionals, make sure you get the right test equipment right when you need it. Electro Rent helps design an acquisition approach that helps minimize the cost of acquiring equipment, optimize its use, and maximize return after use, saving time and money at each stage.

Location Profile

Headquartered in West Hills, California, this company employs people worldwide as the leading Global One-Stop-Shop Solutions Provider of Mission Critical Test and Measurement Equipment and Technology Products.  Electro Rent is relentless in its dedication to being a high-quality, low-cost and on-time supplier; delivering the highest value to its customer while continually pursuing strategic, sustainable and profitable growth.

 

Position Summary

The position of Senior Help Desk Technician necessitates an energetic, reliable, and steadfast individual with a minimum of five years of prior Helpdesk experience with leadership responsibilites. This individual will prioritize customer satisfaction and exhibit politeness, approachability, and the ability to remain composed under pressure. Moreover, a willingness to acquire new technological skills is crucial. The position must demonstrate adaptability, maintain a positive, proactive approach, and possess a "can-do" attitude with urgency. It is imperative that the person excels in collaborating within a team that is geographically dispersed.

Electro Rent Corporation manages numerous IT Systems across various platforms, serving a global user base around the clock - 24/5 entails representing and assisting the overall Global Support Desk.

Responsibilities

• Handle escalated technical issues that Level 1 and Level 2 technicians were unable to resolve.
• Investigate and diagnose complex hardware, software, and network problems.
• Provide expert-level support and guidance to lower-level technicians and act as a resource for technical questions and challenges.
• Configure, deploy, and manage server environments, including Windows Server, Linux, and virtualization platforms. Monitor server performance and ensure proper functioning of critical services.
• Administer and troubleshoot network devices, including routers, switches, firewalls, and access points. Implement and manage VLANs, subnets, and routing protocols.
• Implement and enforce security policies, including firewall rules, access controls, and intrusion detection/prevention systems. Assist in monitoring and responding to security incidents and vulnerabilities.
• Oversee the deployment of software updates, patches, and security fixes across the organization.
• Manage and maintain Active Directory services, including user accounts, groups, and organizational units.
• Create and enforce Group Policies to control user access and configurations.
• Administer cloud platforms such as AWS, Azure, or Google Cloud, including provisioning resources, managing configurations, and optimizing costs.
• Develop and utilize scripts (e.g., PowerShell, Bash, Python) to automate routine tasks and streamline operations.
• Create and update technical documentation, including troubleshooting procedures, system configurations, and best practices.
• Share knowledge with the team and contribute to the internal knowledge base.
• Participate in IT projects, including planning, implementation, and documentation.
• Collaborate with other IT teams and departments on projects that require advanced technical expertise.
• Lead in the resolution of high-priority incidents and work on root cause analysis to prevent recurring issues.
• Provide mentorship and training to junior technicians, helping them develop their technical skills and knowledge.
• Interact with vendors for procurement, support, and issue resolution related to IT hardware, software, and services.
• Ensure that IT systems and practices adhere to industry regulations, compliance standards, and organizational policies.
• Maintaining and monitoring the connectivity to off-site networks, including the Internet.
• Researching and recommending software and hardware solutions for stated needs.
• Performing service calls for network related problems off-site Burbank location.
• A Level 3 technician is expected to mentor and provide guidance to junior technicians, so leadership and mentoring skills are valuable.

 

Soft Skills

• Excellent communication and interpersonal skills are essential for effectively interacting with end-users and other team members.
• Strong problem-solving and analytical abilities to handle complex technical issues.
• Patience, empathy, and the ability to explain technical concepts to non-technical users.
• Time management and multitasking skills to prioritize and manage multiple tasks effectively.
• The IT field is constantly evolving, so a willingness to learn about new technologies and adapt to changes in the industry is crucial.
• The ability to create clear and concise technical documentation is important for knowledge sharing and future reference.
• Experience in incident management and the ability to escalate issues appropriately when necessary.

Qualifications

• Proficiency in troubleshooting and resolving complex hardware and software issues.
• Advanced knowledge of operating systems (Windows, MacOS, Linux).
• In-depth understanding of networking concepts, protocols, and services.
• Expertise in configuring and managing server environments (Windows Server, Linux)
• Familiarity with virtualization technologies (VMware, Hyper-V, etc.).
• Knowledge of cloud platforms and services (e.g., AWS, Azure, Google Cloud).
• Experience with Active Directory, Group Policy, DNS, DHCP, etc.
• Proficient in using remote desktop tools and IT management software.
• Ability to script or automate tasks (PowerShell, Bash, Python, etc.).
• Understanding of cybersecurity best practices and tools.
• Good verbal and written communication skills 
• CompTIA A+, Network+, Security+
• Microsoft Certified: Windows Server, Azure Administrator
• Cisco Certified Network Associate (CCNA)
• VMware Certified Professional (VCP)
• ITIL Foundation or higher

Pluses

• Experience with monitoring platforms (PRTG, Netflow, Nagios, etc)

• SD-WAN experience
• VOIP/UCaaS experience

Experience & Education

• 2 years Help Desk in lead or senior role required
• At least 5-7 years of experience in IT support, preferably with a progression from Level 1 to Level 2, and then to Level 3.
• A Bachelor's degree in computer science, information technology preferred

Physical Requirements

• All positions will require, to some degree, the physical abilities described below to perform the essential functions of the job.

Work the expected hours, consistently arrive at work at the agreed time and follow Company rules and guidelines regarding breaks and meal periods.  Full time is typically considered to be 40 hours per week

• Communicate effectively, both oral (in person and on the phone) and written.
• Move around and through all work areas as needed, may include climbing stairs or ladders
• Lift and/or move up to 10 pounds (i.e. books, reports, binders etc.)
• Regularly sit at the assigned workstation
• Use keyboard or equivalent equipment, to access the computer,
• Use hands to manipulate documents and general paperwork to view contents.
• Read documents, reports, files etc.
• Communicate effectively using the telephone.

Electro Rent is the largest, most comprehensive test equipment services provider for market-leading customers around the world. We are focused on delivering outstanding service for customers across a broad range of industries including Aerospace/Defense, Telecommunications, Mobile/Computing, Power & Industrial, Automotive, Medical, Education, New Space, Data Products Rental and more. With 1.1 billion of inventory, immediate shipping to over 100 countries, and a world-class accredited calibration and repair lab, our team of experts solve tough technical and financial challenges related to testing.

 

Electro Rent is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

All offers of employment are contingent upon the completion of a pre-employment background investigation that may consist of, but is not limited to, a: pre-employment drug & alcohol screen, criminal background investigation, and documentation required by the Immigration Reform & Control Act of 1986 or other applicable regulations. During the background investigation process, a record of conviction or other adverse issues will not necessarily disqualify a candidate from employment. Electro Rent will consider factors such as 1) the length of time that has passed since the offense or adverse issue; 2) age at the time of the offense or adverse issue; 3) the severity and nature of the offense or adverse issue; 4) the relationship of the offense or adverse issue to the position for which you have applied, and 5) evidence of rehabilitation. Additionally, candidates who refuse to submit to a drug and alcohol test or who fail to show up for a drug test within the required time will no longer be considered for employment, and any offer of employment will be rescinded.

 

Employment Type: OTHER