IT Helpdesk Support II

Position Overview:

We are currently looking for a motivated Tier 2 Helpdesk Support Specialist with a strong interest and expertise in networking. As part of the IT Team, you will play a crucial role in ensuring the seamless operation of our internal IT Department. You will be responsible for providing technical support and expertise, resolving complex issues, and assisting in the implementation of networking solutions to enhance the overall end user experience.

This will be on site work M-F at our Campbell, CA office.

Core Responsibilities:

• Technical Support: Provide Tier 2 support to end-users, diagnosing and resolving hardware, software, and network issues efficiently.
• Networking: Collaborate with the networking team to configure, maintain, and troubleshoot network equipment, ensuring optimal performance.
• Customer Service: Deliver exceptional customer service by actively listening to clients' concerns, addressing their needs, and maintaining a professional demeanor at all times.
• Problem-Solving: Investigate and resolve technical issues, utilizing your strong analytical and problem-solving skills.
• Documentation: Maintain accurate and up-to-date documentation of support activities, network configurations, and issue resolutions.
• Training: Provide guidance and training to Tier 1 support staff, helping them develop their technical skills.
• Monitoring: Monitor network performance, identify potential problems, and implement proactive measures to ensure network stability.
• Collaboration: Work closely with cross-functional teams, including systems administrators, developers, and project managers, to support IT initiatives.

Requested Experience:

• Automation – Batch Scripting, PowerShell Commands, Java
• Security - Demonstrated understanding and knowledge of security systems required for hosting enterprise class Software as a Service solution.
• VMWare – Basic understanding of VMWare and VMWare tools to help troubleshoot VM’s and their environments
• Azure – Basic knowledge of Azure Active Directory and how to navigate in the ecosystem.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field preferred.
• Minimum 4 years proven experience in a helpdesk or technical support role, with a focus on network troubleshooting
• Strong understanding of networking principles and protocols.
• Excellent communication and interpersonal skills.
• Problem-solving ability and a commitment to delivering exceptional customer service.
• Industry certifications such as Google IT Professional Certificates or Cisco CCNA are a plus.

The US base salary range for this full-time position is $80,000 - $120,000 + benefits. Our salary ranges are determined by role, level, and location. The range for each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience and relevant education or training. Please note that the compensation details listed reflect base salary, and certain positions may be offered additional variable incentives.