Level 2 Tech for Managed IT Services Provider

Alcala Consulting, Inc. is a rapidly growing Managed IT Services provider located in California. We are looking for a Level 2 Tech to join our team. In this role, you will be responsible for providing technical support and troubleshooting services to our clients. This is a great opportunity for someone who enjoys working in a fast-paced environment and has a passion for delivering exceptional customer service.

Responsibilities

• Take ownership for resolving client support issues from initial ticket logging through to management of the total resolution 
• Utilize tools and documentation provided as necessary in resolving technical issues 
• Respond to client support requests (tickets) and field inquiries in a timely and effective manner by answering known questions and remediating technical problems 
  
• Effectively use escalation procedures as necessary 
  
• Be an advocate for providing satisfaction to clients by maintaining a proactive approach to managing and maintaining reliable infrastructure 
  Main duties: 
  
• Manage day-to-day administration of server operating systems, file structures, and directory services 
  
• Manage software distribution and updates 
  
• Monitor servers 
  
• Monitor logs for firewall and intrusion-detection systems 
  
• Perform configuration, installation and monitoring duties 
  
• Configure, troubleshoot, and remediate system and file backups 
  
• Maintain systems through installation of updates, service packs, and hot fixes 
  
• Perform high-level diagnostics and Tier 2 support 
  
• Create and/or update internal Knowledge Base documents as needed 
  
• Create and provide reports for management as needed 
  
  

Requirements

At least four years overall work experience in Client/Server system administration 
U.S. Citizenship 
Excellent references. 
Ability to lift 60 lbs. 
Valid Class C California driver’s license 
A reliable car with insurance.
Be able to pass an in depth background screening. Be able to pass a driver’s license background screening.

Must have high attention to detail and must be very organized 
Experience working for a Managed Services Provider (MSP) is preferred
Experience in Client/Server network configuration 
Critical Thinking and Problem solving skills 
Working knowledge of networking concepts 
Must have demonstrative experience with Active Directory, DNS,  DHCP 
Must have exemplary customer service skills and impeccable phone etiquette 
Will be required to do shift work to support a 24 x 7 operation
Must be able to work effectively individually and in a team environment 

Benefits

Paid Medical, Dental, Vision, and Life Insurance
Paid Holidays
Paid Time Off
401K Matching