Helpdesk Support Technician

ProMAX Systems - Santa Ana, CA3.3

30+ days ago
Job Summary

This position is responsible for troubleshooting and resolving direct client support opportunities, remote system installation/integration, pre-sales consultation, as well as participating in future product development. The successful candidate will have the a solid understanding of Linux, networking concepts and fundamentals such as Microsoft Windows Domains, TCPIP, DHCP, DNS and the ability to work remotely on complex client networks where physical access is not always available.

Key Responsibilities:
Answers technical support line and work with customer to diagnose and solve technical issues.
Connect to customers system through remote software.
Work with manufacturer technical support to diagnose and solve technical opportunities.
Onsite Customer Integration services for installation and troubleshooting.
Timely and accurate communication with customers providing updates on opportunity status.
Accurately document service and update our CRM system on all support tickets.
RMA processing including preparation of quotes, testing and resolution of issue (vendor and customer).
Build and test out specific client configured solutions including assembly of PC components, assembly and testing of storage units, video cards, monitors, software installation and configuration.

2 – 4 years’ experience with technology helpdesk/customer support environment.
Proven track record of exceeding customer expectations on technology related issues.
Outstanding written and verbal English Communications skills; additional language skills a plus
Solutions driven with an exceptional talent for troubleshooting
Strong understanding of Linux, Windows Server 2012, Apple OSX and OSX Networking Environment
Exceptional TCP/IP Networking skills; experience with DHCP and DNS
Strong understanding of RAID levels, controllers, and implementation
Strong understanding of Internal PC components / hardware
Active Directory Implementation and Administration
Live ProMAX Core Values
Previous experience with Avid Media Composer, Adobe Creative Cloud Suite, and other post production solutions a PLUS!
Position is non-exempt and may requires some travel. Ability to lift over 50 pounds. Position requires constant interaction with customers via computer keyboard entry as well as telephone support.

To apply please send your resume to