Applications will ONLY be considered if you email a PDF copy of your resume with subject line Dual Platform Field Technician (LA) - [First Name] [Last Name] to [email protected]
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WHAT WE ARE LOOKING FOR
The Dual Platform Field Technician will provide remote and on-site technical support in the greater Los Angeles metropolitan area. Remote support will be conducted from your home office. This role is customer-facing and will require solutions-based customer service skills as well as strengths in organization and documentation. We are looking for a dual technician, someone who is knowledgeable and energized about solutions and future developments in both Windows and Mac environments.
We are looking for someone who understands urgency with respect to each of our client’s needs and takes pride in providing efficient solutions and detailed notes
NOTE: This is a remote position with on-sites in Los Angeles area, so you must be able to commute within Los Angeles proper and have valid drivers license.
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WHAT YOU'LL DO
- Troubleshoot & resolve issues by analyzing, identifying, and diagnosing symptoms.
- Perform root cause analysis by using established processes.
- Provide technical assistance with computer hardware and software to clients.
- Resolve issues for customers via phone, in-person, and/or remote support.
- Respond promptly to client requests and fully document work time in systems of record, primarily ConnectWise.
- Document all physical assets and software deployed to clients.
- Follow available KBA’s and update client documentation as procedures evolve.
- Collaborate with internal teams and external vendors as necessary to achieve the resolution of customer requests.
- Perform other duties as required and assigned.
- Participate in an after-hours on-call rotation (additional payment provided for participation)
- Go to various on-sites in LA area (car and valid drivers license and insurance is required)
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QUALIFICATIONS AND MUST HAVES:
- Proven track record of at least 3 years of experience supporting Windows and Apple environments.
- Ability to explain technical concepts to non-technical users with approachability and empathy.
- Ability to prioritize a queue of dispatched service desk tickets.
- Ability to maintain professionalism and aptitude for handling technical issues presented in a timely manner.
- Proficiency in escalating issues with respect to triage requirements.
- Have strong organizational skills and the ability to manage multiple customers and multiple issues.
- Ability to function effectively in a fast-paced environment.
- Experience using a ticketing system / RMM tool and PSA software.
- Ability to work well in a team environment.
- Proficiency in: Microsoft Windows, MacOS, iOS, Android
- Application troubleshooting
- Network layer 1-3 troubleshooting
- Email Security (Phishing identification/explanation to clients, identification of legitimate hacked account)
- Microsoft M365/Google Admin Console
- Google Workspace
- Microsoft SharePoint
- Server troubleshooting (Server 2019+, Open Directory/Active Directory, NAS)
- Email migrations and some familiarity with various email services.
- Enterprise Network Equipment (SonicWall, Meraki, Unifi, etc.)
- Backup escalation/troubleshooting
- Advanced VPN client troubleshooting
- Understanding and configuring RAID on various platforms
- VoIP troubleshooting
- Spam filter troubleshooting
- Advanced email troubleshooting (NDR, contacting email host support)
- Printer relays through O365/Google
PLEASE NOTE: Indeed is not monitored, Applications will only be considered if you email a PDF copy of your resume with subject line Dual Platform Field Technician (LA) - [First Name] [Last Name] to [email protected]
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WHO WE ARE:
DeepTech Inc. has been a mainstay in the world of NYC MSP’s for over 25 years. Built from the ground up with long-lasting client relationships.
Check us out!
https://deeptechinc.com/
https://www.instagram.com/deeptechnyc/
DeepTech is committed to being an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.
Job Type: Full-time
Pay: $70,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Experience:
- Mac OS: 3 years (Required)
- Help desk: 3 years (Required)
- Windows: 3 years (Required)
Ability to Commute:
- Los Angeles, CA (Required)
Work Location: Hybrid remote in Los Angeles, CA
