IT Support Technician
8 days ago
San Jose
Job Description Advantage Microsystems is seeking a solid, customer friendly technician to work with our clients. Whether you're new to the profession or an experienced industry veteran, give us a look. We're growing quickly and we need great technicians! Why Advantage Microsystems? 1. Compensation – Our people are well compensated with pay and benefits, because employee retention is extremely important to us., 2. Career growth – Our Level 3/Senior Technicians were once our Level 1/Junior Technicians. Our commitment is to put you on a growth plan and advance you here. Level 3 Technicians need not apply as we only promote to this position from within., 3. Culture – Our team is awesome. We have each other's backs, we have fun with our work, and our clients love us. We’re all learning and growing together so input or suggestions from our employees are valued and encouraged., 4. Lifestyle – We were a work-from-home company before covid and we’ll continue to be one after covid., 5. Transparency – As part of the interview process, you’ll be able to speak with other AM employees and really get a feel for what it’s like to work here. About Us Advantage Microsystems provides complete IT department services for nonprofits and businesses that have between 25 to 500 employees. For a flat monthly fee, we ensure the stability of our clients' networks around the clock, protect them from hackers and malicious attacks, back up their critical data offsite, and invisibly solve computer glitches before they have the chance to affect their productivity. We’ve built a technology stack for our clients that's cloud-first, security focused, and maximizes productivity. We're a well-established firm that values the interpersonal relationships between staff members, so everyone gets along incredibly well and values being part of the same team. Our team dynamics are quite unique. We're supportive of telecommuting but of course sometimes computer problems need to be fixed onsite. We prefer responsible employees that get their work done efficiently, as we do not believe in micro-management. What will you be responsible for? You will be primarily working onsite at various client offices in the bay area. When not working onsite you will be working from your home office. Most client visits will be scheduled in advance but occasionally an urgent onsite will be needed and you will be expected to go to a client on short notice. Typical onsite work would include setting up new workstations, removing old equipment, troubleshooting issues that could not be resolved remotely, and assisting L2/L3 techs with system upgrades. When working from home, you start your day by logging into your computer by 8:30am. You will open up Connectwise (our ticket system), Kaseya (our remote management and monitoring app), and login to Microsoft Teams to say hi to your coworkers. Throughout the course of the day you field service requests that come in from both our clients as well as from our server and network monitoring systems that watch our client's networks 24/7. You will be responsible for first line IT support. Some example tickets would be Outlook problems, VPN issues, printer troubleshooting, spam management, password resets, account administration, server alert triage, and security triage. Your day finishes up at 5:30pm, and a few minutes before the end of the day you complete your time sheet, update any remaining open tickets, and call it a day. Your coworkers are available via phone (a company VOIP phone is provided) or by our instant messenger chat. The main purpose of our chat room is to work collaboratively on problems. Almost all of the information you'd need about a client is already documented inside our documentation and ticketing system, so most of the time you just need one-off information from a co-worker or help on a difficult IT problem. What knowledge, skills, and experience should you bring to the table? Technical Skills • Experience installing and configuring Microsoft Windows in a network environment, Microsoft Office, MIcrosoft 365, Active Directory user account administration, login script/drive mapping knowledge, etc., • Experience in customer service working in-person and remotely with end users., • Microsoft and/or IT certifications are a big plus., • Corporate Antivirus/EDR experience., • Mac experience is a plus., • Networking basics - TCP/IP, DNS, DHCP, • Remote access solutions (VPN, Dial-up, Terminal Services/Remote Desktop Services, Citrix), • Printer / Scanner troubleshooting, • Email Security/Spam management Personality Traits • Strong customer service skills with friendly personal demeanor., • Disciplined self-starter is resourceful with strong analytical and troubleshooting abilities., • Candidate takes pride in doing a great job. Candidate is very thorough and detail oriented., • Candidate maintains professionalism under pressure and can multitask., • Resourceful troubleshooter with strong research skills can find answers to any question no matter how difficult. Transportation • Candidate must have reliable transportation. What benefits do we provide? • Base compensation commensurate with certification and experience, • Paid time off (2-3 weeks accrued per year depending on length with company) and holidays (including your birthday!), • Health and dental insurance (after initial 90 days), • Life insurance and disability insurance, • Hands-on training, company provided training materials, and company paid professional certification exams, • We compensate for gas/vehicle wear and tear for all onsite client visits, • 401k with company matching (after initial 90 days) Additionally, advancement opportunities are abundant! We firmly believe in promoting from within our company. You can advance your career here by studying for and taking Microsoft exams (which the company funds) and asking to be on projects when they come up. A virtual test-lab is available for you to fire up your own virtual machines and play with the latest releases from Microsoft. But the best part is, you're in an ideal environment with unlimited growth potential and a team of coworkers who are there to support you every step of the way. We are an equal opportunity employer. Please note that no relocation benefits are currently available for this position. We strongly encourage local candidates to apply. US citizens and those authorized to work in the US are encouraged to apply. Only candidates with the experience, qualifications, skills and attributes will be considered for this position.