Job Description

Job Description

Job Description

Level 3 Helpdesk
Fullerton, CA 92835 – Hybrid

• Alinco IT is at the forefront of revolutionizing IT solutions, dedicated to providing innovative and comprehensive business solutions to our clients. We pride ourselves on our deep industry knowledge, cutting-edge technology, and commitment to delivering exceptional service. As we continue to grow, we are seeking to expand our talented team with professionals who are passionate about driving success through the support of our existing clients. Alinco IT needs Level 3 Helpdesk Engineers who will take ownership and execution of escalated Helpdesk Tickets above and beyond Level 1 and 2 capabilities.
• Function of a Level 3 Helpdesk Engineer: you will be the final step in support resolution and escalation. A Professional Services and Managed Service entity with 5 years of experience in the field of tech support and resolution of tickets. You will be responsible for problem resolution and consultation to support one of our most important rules, in ensuring that our services are "always ready to do business." Under the supervision of the VP of technology and our HR, the Level 3 Helpdesk Engineer will maintain an engaged, productive workplace by demonstrating strong technical ownership, demonstrating initiative, and leading by example.

CERTIFICATION REQUIREMENT:
A technical resource at this level must have the following certification with a thorough and practical understanding and ownership:
Microsoft

• MCSE: Core Infrastructure
• Exam MS-100: Microsoft 365 Identity and Services
• Exam MS-101: Microsoft 365 Mobility and Security
• Exam MS-500: M365 Security Administration
• Exam AZ-104: Microsoft Azure Administrator
• Exam AZ-500: Microsoft Azure Security Technologies

VMWare

• Vmware Certified Advanced Professional
• Network virtualization

• Design
• Deploy
• Network

WHAT YOU SHOULD ALREADY KNOW:

• Excellent verbal and written communication skills
• Excellent problem-solving skills
• Able to effectively be accountable
• Good organizational skills to handle multiple priorities
• Proficient knowledge of operating system architecture, implementation, and management methods
• Fundamental knowledge of finance and budgeting
• Knowledge of Microsoft Eco System, best practices, and principles
• Roles and responsibilities of IT staffing
• Complete and maintain current industry certification as to the skill sets that you will be working with
• Acknowledge that this is an IT company, and that uptime and system stability is our top priority

WHAT ARE WE LOOKING TO ACCOMPLISH TOGETHER:

• Effectively support the customer
• For you to lead you elevate your value within the organization
• Learn our planning system to individualize Operations into:

• Professional Services
• Cloud Services

• Establish business processes to provide services

• From all our revenue models
• Maintain Managed Service Customers
• Insure accuracy of deployment to meet our SLA

• Be a contributor and champion of innovation and development of Alinco the company, its services and the IT industry

WHAT YOU NEED TO ACHIEVE THE FIRST 90 DAYS:

• Learn the machine

• What is the machine?
• Where does revenue come from?
• What makes it work?
• What’s our costing method?

• Proficient with Autotask

• Ticketing
• Projects
• Reporting

• Establish the baseline on the formula for your success
• Be ready to take on tickets and resolve them effectively
• Be ready to assist in the deployment of projects
• Be part of the helpdesk resolution after-hours rotation

Salary: $34 per hour + KPI after successfully completing the first 90 days, negotiable depending on certifications and experiences.

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