Help Desk Technician L2 (Remote)

Role Summary: 

The Helpdesk Technician Level 2 position responds to and resolves incoming technical client issues and 

requests submitted by phone or e-mail, as well as assist with incoming escalations and projects. 

About Us: 

Our main HQ is located in Downtown Los Angeles. This position is available for remote work. Like with 

any IT related position, on occasion you will be required to stay after hours or come in on weekends, 

but we try to keep such work to a minimum. 

Our Core Philosophy: - Client comes first. We are extremely client satisfaction focused. Delivering exceptional client support is absolutely mandatory.

Position Responsibilities:

• DAILY time entry accounting for at least 8 hours

• Documentation of Client Networks

• Small and Medium Projects

• Assist Sr. Engineers on Larger projects

• T&M service requests

• Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer's preferences

• Network Server – Experience preferred with Windows Server

• Configure file, print and remote access services

• Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup

• Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases

• Takes ownership of tasks and follows through to ensure complete resolution

• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with

• Ability to pay close attention to detail while performing technically detailed tasks

• Ability to deal effectively with stressful situations

• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members

• Ability to provide accurate time estimates for how long a task will take

• Understands that the success of individuals is measured by the success of their teams

• Ability to quickly learn new technologies through the use of self-study materials and intuition

• Ability to articulate technical information clearly and simply to non-technical people

• Enjoys helping people to the extent that no problem is considered mundane, no  matter how simple the solution

• Is self-motivated and can be self-directed when necessary

• Enjoys sharing information, supporting others, and working on a team to achieve team goals 

Knowledge, Skills, and Abilities:

• Experience required with Windows desktop operating systems

• Understanding of TCP/IP and troubleshooting Internet connectivity

• Experience with routers and firewalls – Meraki, etc

• Experience with VMWare

• Understanding of relationship between switches, hubs, patch panels and connecting nodes 

to a network

• Understanding of DNS services

• Working Knowledge of Wireless Technologies

• Experience with Microsoft Azure AD and O365. 

Credentials and Experience:

• Engineer with two to four years experience

• Minimum 2 years experience –VLAN, Routing, Firewalling Support

• Minimum 2 years experience - Server Hardware Technologies (CPU/RAID/SCSI) Support

• Minimum 2 years experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support • Has at least one certification. The following certifications are preferred: MCITP, MCP, CCNA/CCDA/CCNP, Project+, Network+, Apple

• Solid dependable engineer, follows directions and maximizes billing opportunities

• Consistently receives good client feedback

Benefits: 

• Company-provided laptop

• Fully remote work setup

• Paid Time Off

• 13th month pay

• $500 annual travel allowance (upon regularization)

Salary range:

Php 80-90k per month