Description:
The Mice Groups is seeking a IT Support Technician for full time opportunity.
This position is expected to be 100% on-site in San Mateo/Redwood City, CA. and will need to be prepared to work on site at any of our clients from SF to San Jose.
Essential Duties & Responsibilities
- Field incoming help requests from end users via both telephone and work orders in a courteous manner.
- Handle escalations from other techs and customers
- Build rapport and elicit problem details from help desk customers and clients.
- Maintain excellent customer service
- Troubleshooting and performing routine maintenance of workstations and servers remotely and onsite
- Maintaining a positive attitude and fast paced, detail oriented, and multi-tasking work ethic
- Diagnostics of issues related to the skillset below
- Responding to, detailing work done, and closing remote support tickets
- Maintenance and updating of our customer database used in creating service request orders
- Assisting customers in purchasing decisions when needed
- Maintaining a safe and clean work environment
- Maintaining a professional image and attitude
Knowledge and Experience
- 5-7+ years of IT Support experience
- Ability to be client facing
- Expert in Mac support and maintenance with MDM tools like Jamf, Kandji, etc
- Expert in SSO setup in tools like OneLogin, Okta, Azure AD and Google Workspace
- Expert in network troubleshooting for endpoints and servers
- Working knowledge of endpoint lifecycle policies, options for replacements and communication
- Working knowledge of Windows endpoint management and maintenance
- Working knowledge of asset management systems and upkeep
- Working knowledge of Firewalls and Meraki switch / WIFI access point administration
- Working knowledge of Google Workspace and O365 administration
- Working knowledge of administration of ticketing and workflow tools like Jira
- Working knowledge of other project and documentation tools like Atlassian products, Notion, Asana Verkada
- Working knowledge of Slack administration
- Understanding of how to implement and maintain role based access controls for applications
- Working knowledge of SAAS app maintenance and integrations via APIs
- Working knowledge of AD administration and maintenance
- Working knowledge of on premise server deprecation and cloud migration
- Working knowledge of Change Management procedures and communication around changes
- Working knowledge of outage procedures and communication around how the are communicated. Ability to write post mortem reports after an outage