Service Desk Engineer II

Reports To: Service Desk Manager
Compensation: $26.45/hr - $33.65/hr, with comprehensive benefits package. Compensation varies depending on experience and expertise level.

IT company seeks experienced Helpdesk Engineer.

Who We Are:

Rapidly growing San Diego-based provider of IT Services and Solutions. We are engineers, architects, problem solvers, and friends. We LIKE our clients. We are dedicated to doing it better every time.

Who You Are:

Skilled and experienced Help Desk Engineer. You like working as a part of a team but work hard to differentiate yourself. You enjoy mentoring and being mentored. You are customer service and process oriented. You are personally motivated to continue to learn and grow your technical skill set. You have enjoyed working and growing in a helpdesk environment, and have served as an escalation resource for your peers.

What You'll Do:

  • Work assigned tickets
  • Work escalations from Tier I engineering
  • Perform and document monthly/quarterly proactive maintenance at client locations
  • Ensure all managed services clients infrastructure is well documented
  • Cover help desk support line to backup tier I as needed
  • Ensure a backup and recovery solution is in place for all managed services clients
  • Provide level II support to the help desk for Line of Business applications
  • Identify systemic issues in day-to-day operations and work to either correct or escalate with the engineering team
  • Identify issues requiring onsite support and coordinates the appropriate resource
  • Install and support systems infrastructure comprised of VMware, SANs, Active Directory, and Exchange
  • Schedule and coordinate installation work with clients
  • Schedule and coordinate maintenance and systems repairs with clients
  • Participate in projects as a contributing implementation engineer as tasked
  • Convey understanding and competency in communications to clients and co-workers
  • Train and mentors junior technicians and engineers
  • Engage with clients as a trusted advisor to the infrastructure we support
  • Contribute to the improvement of process
  • Contribute articles and SOPs to our knowledge base, ITGlue
  • Work collaboratively and escalate issues to the team in a timely, solutions focused way
  • Participate in on-call rotation to respond to critical alerting outside of normal business hours

Qualifications and Requirements

  • 2 + years of help desk experience
  • 2 + years of network firewalls and switches configuration and support
  • Cisco Unified Communications experience (Adds/Moves/Changes, CUCM Administration)
  • 2 + years experience configuring and managing virtual machines and environments
  • 2 + years Microsoft server experience
  • 2 + Enterprise wireless experience
  • Connectwise experience a plus
  • Solutions oriented mindset
  • Growth mentality
  • Reliable vehicle and willing and able to travel in Southern California

Benefits

At Xceptional, our people are our greatest asset! Xceptional benefits include:

  • Casual, fun work environment
  • Medical/Dental/Vision/Life Insurance
  • 401K and FSA Plans
  • 11 Paid Holidays/year
  • 120 hours PTO accrued annually
  • Cell phone reimbursement
  • Partial work from home program (for employees in good standing)
  • Technical training program, which includes training materials, paid training time, and bonuses for certifications
  • A bounty of snacks, drinks, and coffee to keep you fed and caffeinated in the office
  • Employee benefits hub offering a wide range of discounted goods and services

To Apply: Please email your resume to hr@xceptional.com, with the job title in the subject line. We read cover letters and recommendation letters as well, so please feel free to include any supplementary materials that might help us get to know you better.

Xceptional is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.