Remote Service Desk Analyst or IT Technical Support Analyst

Are you looking for an opportunity to be a hero by working shoulder to shoulder with customers to solve their problems? Do you enjoy work that offers variety every day? Do you like working with the latest technology and cyber security? If so, this role with eSudo is for you!

eSudo is a place where you can be a part of a work family that provides employees with a true collaborative environment, a variety of experiences, new opportunities, a chance to learn new skills and use cutting-edge technologies. We support your efforts to pursue technical certifications and provide flexible time off for a work/life balance. We offer company-wide educational conferences; AND most importantly….we have a clear path for career advancement.

Job Description

This position requires a high degree of interaction directly with customers remotely. The successful candidate will be able to communicate well with highly technical suppliers and translate that to the business-speak of the customer – and vice versa. The successful candidate must be able to diffuse tense situations with upset customers at times by being an empathetic listener and projecting understanding and competence. In addition, the candidate will demonstrate an ability to work independently, meeting deadlines and requirements, but not afraid to ask for help when needed to complete tasks on time and own up to, remedy, and learn from mistakes.

IT Support Analyst or Computer Support Help Desk is responsible for providing computer service desk technical support and escalation support to customers at agreed levels and taking ownership of all assigned tickets or requests. The candidate must be able to speak English (US) clearly on the phone, like working with people, and have a positive attitude.

This is a full-time position. Working hours are Monday-Friday 8 AM to 5 PM with occasional evenings and weekends.  We are located in San Francisco, California,  USA (Pacific Time Zone).

Remote Support Service Desk Analyst, Engineer, Administrator

Qualifications, and Work Experience

• Three (3) years of recent and verifiable experience performing analysis, installation, and technical support in a network, computer or systems administration environment.
• Two (2) Experience in MSP or IT Consulting firm
• Use of Ticketing system to document all service requests

PREFERRED EXPERIENCE:

• ConnectWise Managed PSA, AutoTask or Related Ticketing System
• Continuum RMM or ConnectWise Control
• Microsoft 365 Fundamentals (Office 365 Exam MS-900)
• Windows Desktop Administration
• Hudu or IT Glue documentation

COMPENSATION AND BENEFITS

• Competitive Salary Compensation plus incentive bonus plan opportunity (DOE)
• Paid Time Off (Sick leave)
• Paid Holidays
• Discretionary educational reimbursement (tuition, tests, books, and other training material)

Key Responsibilities

• Proactive Listening to understand the customer issues and team member
• Document all work and phone support in a ticketing system
• Be Honest and Respective to others - willing to ask for help and admit when you made a mistakes
• Learn and our Company Process and Culture
• Develop and maintain knowledge of customer's specific business environment
• Able to work independently and follow up on requests until they are resolved
• Answer phones and follow-up calls with customers and new prospects.
• Manage Office 365 Administration (sysadmin tasks) – create accounts, assign licenses, set up email, Teams and set up distribution lists
• Troubleshoot Office 365 issues - Email Flow, Spam, Connectivity, Calendar
• Support Windows Servers & Active Directory (User Accounts, Group Policy, File Permissions)
• Troubleshoot computer connectivity issues related to a wired and wireless network
• Virus, malware, and ransomware detection and removal
• Work with other staff as an escalation support engineer ("team work")
• 3+ years experience with PC technologies Windows 10/11
• 2+ years experience with Android and iPhone - email configuration or Intune Management Device Management is a plus
• 1+ Working experience in Active Directory, Group Policy, DNS, and NTFS file permission
• Printer (Network, USB) and scanner setup and troubleshooting

Required Work Environment

Since this is remote work, the Candidate will need to have the following setup:

• Dedicated work area at home or office with a quiet environment
• Must have a reliable Internet connection of at least 20 Mbps upload using Ethernet Connection Cable (not wireless)
• Reliable electric power or UPS battery backup
• Own computer (Intel i5, 8GB RAM or faster)
• Dual Monitor or large monitor
• Noise cancellation headset and MIC
• Webcam
• Willing to install Company provided software for work on PC and Mobile phone

WHY JOIN ESUDO

As a growing and leading Cybersecurity and IT solution provider, located in San Jose, California, we specialize in Construction Companies, Legal Firms, Insurance Brokers, and CPA/Accounting Firms with 10 to 100 employees that are looking for end-to-end IT solutions. We focus on technology management that includes Cybersecurity, Managed IT Services, Cloud Services, line-of-business application support, data loss prevention, VoIP Phone System, and end-user help desk support. As our company continues to grow, we are looking for brilliant and team-oriented individuals to join our family to help with our company mission. You will have a direct impact on helping with the growth of the company and making a positive impact on people.

Our mission statement: Treat our customers like family, and help them use technology to clear away their challenges, increasing productivity through technology!

We treat our employees like family, and we want to help them to reach their highest potential and goals. We also expect our customers to treat our employees like family.

Our workplace provides employees with a collaborative environment, a variety of experiences, new opportunities, a chance to learn new skills and use cutting-edge technologies.

As a remote help desktop engineer, you could work for any company, but at eSudo we offer a unique work environment.

We wholeheartedly support your efforts to pursue technical certifications and provide flexible time off for personal/family matters; we work on interesting technical issues and projects, we offer company-wide educational conferences; AND most importantly….we have a clear path for career advancement.

eSudo financially supports the acquisition of technical certifications that are relevant to each employee’s role.

As a part of our support team, the role will provide technical support via email, phone and onsite service. Services and response times are guided by contractual Service Level Agreements. We provide our clients with a Remote Help Desk, Onsite Support, CyberSecurity, Voice & Video Services, and Manage IT Services.

This position requires a high degree of interaction directly with customers remotely and onsite as-needed. The successful candidate will be able to communicate well with highly technical suppliers and translate that to the business-speak of the customer – and vice versa. The successful candidate must be able to diffuse tense situations with upset customers at times by being an empathetic listener and projecting understanding and competence. Besides, the candidate will demonstrate an ability to work independently, meeting deadlines and requirements, but not afraid to ask for help when needed to complete tasks on time and own up to, remedy, and learn from mistakes.

HOW TO APPLY

Fill out the job questionnaire. Complete the form and Submit your resume in Word or PDF format. Applicants that do not follow these instructions will not be considered.