Service Desk Technician L3 - Msp

GENERAL NARRATIVE DESCRIPTION:

This position performs the duties involved in computer system technical support. These duties include responding to support requests via the help ticket system and performing assigned projects. Tasks will be focused on complex troubleshooting and escalated issues. Projects and requests will involve computer setup & configuration, hardware & software troubleshooting, following inventory procedures, end user training, and communication with vendors for product research and support. This candidate must be organized have knowledge of Microsoft Operating Systems, VMware, Active Directory/Group Policy, network switches, firewalls, and Microsoft Office. The candidate must be comfortable learning new technological skills as required. This person will support the Level 1 and 2 Service Delivery Technician as needed. The Service Delivery Technician L3 will work with the entire company staff as well as Valeo's external customers. This position requires you to take part in an on-call rotation and may be dispatched to customer sites to complete on-site work as needed. Some evening and weekend work may also be required for special events.

We are seeking a candidate who can think quickly on their feet and is adept at working around traditional parameters to develop solutions for our technical problems. A track record demonstrating initiative and execution is vital for any candidate pursuing this role.

PREFERRED KNOWLEDGE, SKILLS, AND PERSONAL QUALIFICATIONS:

1. Strong Experience with MS Operating systems, Windows Client / Windows Server 2008 -2016, including installation, support, and troubleshooting.

2. Strong knowledge of Microsoft Active Directory, Group Policy and Domain support.

3. Familiar with setup and configuration of Firewalls (primarily SonicWall) and Cisco Switches/Routers/Firewalls

4. Minimum of basic knowledge of Mac Hardware and MacOS

5. Strong understanding of hardware virtualization techniques via use of VMware and Hyper-V

6. Ability to support by phone and in-person hardware and software.

7. Comfortable calling vendors and/or external Tech Support and escalating issues if needed

8. Ability to work effectively with a wide variety of individuals and groups

9. Ability to work independently

10. Good, clear verbal communication skills

11. Strong problem-solving skills

12. Good organizational skills

13. Reliable and Dependable

TECHNICAL RESPONSIBILITIES AND DUTIES:

1. Design, improve, and maintain customer infrastructure and server systems.

2. Diagnose and troubleshoot customer infrastructure and server systems, primarily escalated issues.

3. Maintain customer infrastructure and server systems.

4. Monitor support ticket queue for escalation support requests and voicemails and liaise with teams to redirect tickets where applicable.

5. Dispatch to customers to provide on-site support as directed by the Technical Support Supervisor.

6. Maintain a knowledge of new technologies and services within the IT industry.

7. Research hardware & software product availability, as requested by management.

8. Handle multiple tickets and projects simultaneously.

9. Perform On-site support at any of Valeo’s customers when needed.

10. Assist in obtaining and preparing data for decision-making, planning, and evaluation.

11. Maintain and assure confidentiality of data.

12. Prepare and maintain appropriate written documentation for customer systems.

13. Answer support phone calls when needed, work tickets and document issues via PSA System

14. Perform other duties as assigned by the supervisor and team leader.

ON-CALL:

1. Respond to after-hour customer emergency calls generated by the company answering service.

2. Perform after-hours maintenance as scheduled by the system or other technicians.

3. Review daily backup, update, and maintenance logs generated by the Asset control platform.

4. Review alerts generated by customer equipment reported by the Asset control platform.

5. Be part of overflow call queue during the week of on-call.

TRANSPORTATION:

· A valid Driver’s License, and current automobile insurance are required.

· Alura will provide company vehicles as available, but the candidate must have reliable transportation that will enable you to travel to client locations within our service area.

SUPERVISES:

None

EXPERIENCE:

2-5 years of directly related network administration/design experience with Microsoft servers, including Windows, Exchange, and SQL servers. Firewall and Networking experience; Cisco and SonicWALL preferred. Excellent troubleshooting skills. Good communication skills (written, oral and listening). Strong multi-tasking skills. Must be able to work independently and be a team player.

EDUCATIONAL BACKGROUND:

Minimum of Associates Degree in Computer Science strongly preferred.

Experience with office operations, general Windows OS, and Microsoft Office products required.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk and hear. The employee is occasionally required to walk, use hands to finger, handle, or operate computers, objects, tools, or controls, and reach with hands and arms.

The employee is also occasionally required to lift and carry materials up to 50 pounds in weight. Specific vision abilities this job requires include close vision and the ability to adjust focus.

BENEFITS:

We’ve got you covered! Valeo Networks offers a competitive compensation and benefits package, including:

• Paid time off (PTO)
• Paid holidays
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Flexible spending account
• 401k with company matching contribution
• Certification reimbursement

• Professional development assistance
• Referral program
• And more!

OUR MISSION:

We empower businesses to realize their full potential through secure, managed solutions.

OUR CORE VALUES:

• Honesty
• Accountability
• Competency
• Community
• Transformation
• Obsessive Customer Service

People with these virtues are the ones we want to be a part of our team. Our continued commitment to finding the right people is one of the keys to taking Valeo Networks to the next level. These core values lay the groundwork for who we are, where we are going, how we are going to get there, and when we will arrive. It’s a fascinating time at Valeo Networks, and we want you to be a part of it!

Are you passionate about technology, professional development, and building client relationships? If you think this opportunity is meant for you, apply today!

DISCLAIMER:

This is a full-time position – Overtime may be required to handle emergencies, heavy workloads, or other issues.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of all employees within this class.

ACCOMMODATIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

ABOUT US:

We are Valeo Networks – a full-service, award-winning Managed Security Services Provider (MSSP) – providing cybersecurity, compliance, cloud solutions, network infrastructure, and managed IT services. With a national coast-to-coast presence, Valeo Networks is a one-stop shop for expert IT support!

We are experiencing HUGE growth – firmly seated in the top 5% of revenue-generating MSSPs nationwide, making Valeo Networks one of the largest MSSPs nationally. With much more growth on the horizon, we are looking for the best and brightest people in the technology industry to join our team! We take pride in having a talented workforce that allows Valeo Networks to remain flexible, adaptable, efficient, and easy to do business with.

A deep understanding of the industry, state-of-the-art technologies, a drive toward continuous innovation, and a top-down focus on employee growth and career progression have contributed to our A+ company culture. We advance technicians faster than industry standard, and we value career growth for our employees so that we can continue being the trusted technology partner for our clients.

Valeo Networks is constantly evolving and exploring new ways to enhance our business processes, delight our customers, and provide innovative solutions. To accomplish this, we are 100% people-focused. From our colleagues to our partners and clients, we put people first. We build connections with others by being helpful, dependable, communicative, humble, focused, flexible, and not taking ourselves too seriously. We maintain a work-life balance and invest in our team members to increase knowledge and experience. Learn more at valeonetworks.com.