Apply on Employer Site

RFA · 2 days ago

Onsite Technical Support

Menlo Park, CA

Full-time

Onsite

Mid, Senior Level

$100K/yr - $130K/yr

4+ years exp

RFA is seeking an Onsite Technical Engineer to provide technical assistance to computer system users at a single client location in Menlo Park/San Francisco. The role involves troubleshooting hardware and software issues, managing client infrastructure, and ensuring efficient communication with clients regarding ticket statuses.

Cloud Data ServicesDevOpsInformation TechnologySoftware

Hiring Manager

Kate London

Responsibilities

Provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems

Maintain systems, install new equipment, and make modifications to client infrastructure as requested

Able to troubleshoot mobile devices (setup, email and security tokens)

Assist system users by confidently troubleshooting Tier 1-Tier 3 issues, including: Active Directory, MS Exchange, O365, MDM, SharePoint and DNS

Evaluate client’s operational efficiency of different IT systems and recommend improvements

Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner

Interact with RFA clients using clear and concise communication in order to facilitate ticket status updates and product availabilities

Manage MS Exchange environments and Active Directory (e.g., add, delete, change) as needed and keep up-to-date

Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client satisfaction

Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgement to apply most effective resolution methodology

Qualification

Windows ServerActive DirectoryMS Exchange/365MDMLAN/WANCyber SecurityVMwareCitrixProfessionalismConnectWiseCommunicationCritical Thinking

Required

Bachelor's degree in Computer Science, Information Technology, or equivalent level of hands-on experience

4-7 years of related IT experience in an enterprise or server based environment

Must have 3+ years of recent systems maintenance and end user technical support experience

Excellent desktop and server troubleshooting skills

Strong hands-on experience in Windows Server, MS Exchange/365, Active Sync, Active Directory, LAN/WAN, MDM and Microsoft Office Suite

Knowledge of VMware, Citrix, MDM (Mobile Device Management), Disaster Recovery, Cisco, SAN (e.g., EMC, Equallogic), and Cyber Security (e.g., IPS, IDS)

Impeccable verbal/written communication

Exhibit a high-level of professionalism and sound judgement