IT Support Position (Remote Only)

IT Desktop and Network Support Position (Remote Only)
Business Hours: 6:00am to 7:00pm PST or 9:00am to 10:00pm EST

Centarus Inc. is a cutting-edge Managed Services and Cybersecurity Provider located in San Francisco primarily serving clients in the Bay Area and their remote offices. It is our passion to provide proactive and top-notch IT Support to small and medium size businesses. We follow a structured methodology in serving our clients which leads to exceptional results! We are looking for the next member of the team who will learn about our process and join us in our passion in delivering solid technology solutions to SMBs.

Job Description:

Remote Service desk agents are responsible for supporting the company’s clients with the highest level of professionalism, customer service, and technical ability. Working remotely from home, ready to take on any technical challenge that comes their way while having a focus on accurate resolution and client satisfaction.

Centarus is seeking a Level 2 Senior Service Desk Technician. The responsibilities from a top down perspective are that this technician is able to identify escalated issues and resolve. They will have a more advanced knowledge base of our client’s infrastructure and application setups.

They will have a working knowledge of basic server and network (firewall) infrastructure and should be able to at least demonstrate knowledge of Navigating a firewall (Sonicwall, Fortigate, etc), Basic Functions on a Host/VM Server Environment (Disk Management, Navigating Open Manage, Base configuration, and deployment of a VM), Able to perform advanced Office 365 troubleshooting and resolution (including the use of PowerShell commands for basic functions like checking 2FA, viewing Inbox and Mail Flow Rules.

Duties include but are not limited to:

• Responding to assigned Level 1 and 2 reactive and proactive help desk service requests; user-generated or auto-generated through monitoring infrastructure.
• Assist users over the phone, and remotely using multiple platforms.
• Owning the ticket request through to completion and resolution.
• Provide timely and effective communication updates verbally and in writing to customers, technicians, leads, and management while thoroughly documenting service request details, notes, steps taken, and time tracking while servicing a ticket/request as outlined by our ticket processes.
• Work with the end-users to identify and resolve all of their IT concerns, which may include working with vendors and the Onsite Field team when necessary.
• Participate in the administration and maintenance of the company's IT infrastructure, including network, servers, software, local systems, and computers in accordance with the corporate standard.
• Work in a team environment with an understanding that working together is integral to the company’s mission.
• Participate in and contribute to collaborative work teams established to improve service levels and gain efficiencies. (Projects team/Centralized Services Team)
• Assist other technicians as needed based on skills and complexity, and as assigned by management or leads.
• Utilize the ITGlue and Wiki Knowledge Base systems to obtain and update relevant information.
• Manage, update, and improve the ITGlue and Centarus Wiki Knowledge Bases to improve processes and knowledge transfer.
• Perform standard changes related to moves, alterations, deletions etc in accordance with documented standards, policies, and procedures.
• Responsible for user education where applicable, utilizing customer service skills to interact professionally and positively with employees and coworkers.
• Identify issues or tickets for escalation in accordance with Centarus escalation policies. Consult with escalation technicians on next steps where needed prior to escalation and set expectations for escalated issues.
• Establish development plans with leads/management that will improve skills and marketability of YOU as an IT professional, as well as improve the Centarus brand via customer thermometer responses.

Job Requirements:

• At Least 3-5 years of Remote Desktop Experience with an MSP or relevant experience
• Excellent written and verbal communication skills.
• Certifications with Microsoft are huge advantage
• Has good knowledge of server, RMM tools such as Datto and Huntress, MS O365 business applications, printing systems, and network systems.
• Input time entries and communicate with clients via ConnectWise Manage
• Advance knowledge of Windows and Mac OS.
• Great organizational and time management skills.
• Highly proactive; addresses technical issues with appropriate sense of urgency
• Has a good understanding of support tools, techniques, and how technology is used to provide IT services.

Salary Range $60k-$65k depending on experience. Medical Benefits Included.