What are the responsibilities and job description for the Level 3 Helpdesk position at CoreTechs?
Level 3 Helpdesk
Fullerton, CA 92835 - Hybrid
WHAT ARE WE HIRING FOR?
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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