Level 2 Service Desk and Onsite Engineer

Requirements

• 2+ years of experience working within a service desk or field services role.
• Basic understanding of IT Infrastructure with some experience including networking technologies such as routers and switches (switching, routing, VLAN, WLAN, WAN, TCP/IP, Radius, VPN).
• 2+ years Active Directory, DNS, DHCP and group policy experience
• 2+ years experience working with a ticket management system
• Desired
• Previous experience within a Managed Services Provider (MSP)
• A valid drivers license and your own transport

Qualifications:

• IT Degree or Diploma
• ITIL v3/4 certification
• Valid Microsoft and Cisco certified
• VMWare certification desired but not essential

Responsibilities:

The Level 2 Service Desk and Onsite Engineer role is responsible for the resolution and fulfilment of onsite desktop activities and ensure the smooth operation of IT services for our customers. The role requires travel between our customer sites which are located both within California, as well as phone based support work from our customers office within Carlsbad California.

The primary duties and responsibilities include:

• Onsite and remote Incident resolution and request fulfilment.
• Assist remote resolver teams with activities that require physical presence.
• Create knowledgebase articles and process documents.
• Reduce the volume of incidents by identifying and eliminating root cause through pro-active problem management process.
• Attend Operation meetings with customers and bA stakeholders to discuss operational support activities and new projects.
• Assist the projects team with deployment of new infrastructure (desk and server side)
• Act as the key technical representative of bA managed services.
• Setup of new PC’s, phones, and mobile devices as per customers existing documented processes.
• Software installation of preapproved desk side software.
• L2 hardware troubleshooting of desk side equipment and IT Infrastructure.
• Assist with moves, adds, changes of desk side equipment.
• User creation and termination requests.
• Basic how to on usage for supported applications.
• Basic network troubleshooting and fault finding on desk side equipment.
• Facilitation of repair work for onsite desk side equipment.
• Application of desktop patches (security and software).
• Other duties as instructed by bA leadership.
• Basic software skills for the purposes of Adds, Moves, Changes and basic troubleshooting. Microsoft windows (all supported operating systems), Adobe reader, Microsoft office, Microsoft teams, Microsoft internet explorer, Google chrome.
• Travel as required to customers remote sites.

Benefits

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model.
• Regular social events and an awesome culture – work with a team of experts in their field.
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!

*** Please note, all offers of employment at blueAPACHE are subject to police clearance checks