IT Helpdesk Technician L2

Job Description

The IT HelpDesk Engineer is responsible for working with our customers to solve their IT issues, provide remote and onsite support as needed, and working with our engineering team on proactive maintenance of client systems. Strong communication skills and problem solving are key to the success, as well as a desire to learn and continuously improve in our team environment.

Requirements

Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

Ability to multi-task and adapt to changes quickly

Technical awareness: ability to match resources to technical issues appropriately

Service awareness of all organization’s key IT services for which support is being provided

Understanding of support tools, techniques, and how technology is used to provide IT services

Self-motivated with the ability to work in a fast-moving environment

Multi-lingual (English and Spanish) preferred

Understanding of operating systems, business applications, printing systems, and networking systems desired, experience with HP products preferred

Understanding of network level support; WAN & LAN connectivity, DNS and security is required, Fortinet experience preferred

Knowledge of ConnectWise Manage, Automate, ScreenConnect

Knowledge and understanding of virtualization and VMware

Knowledge and experience with Microsoft Azure, AWS

Knowledge of Apple and Microsoft core business applications and operating systems required, Office 365 admin experience required

PCI and HIPAA compliance knowledge preferred

Hospitality/retail/financial sector LOBs

Applicant must be located in Miami

Knowledge of ConnectWise, LabTech preferred

Knowledge and experience in the following hardware/software solutions are highly regarded: HP PSG and Enterprise, Ruckus Wireless, Allworx VoIP, Datto, Storagecraft, Veeam and APC

College degree and/or technical certifications required (A+, N+, Microsoft, WMware, Cisco or equivalent).

3-5 years IT experience required

Background Check requiredCompany Description

About Grove Networks

Grove Networks has been in business since 2000 and was just recently named as one of the world’s premier managed service providers on the prestigious Channel Futures 2022 NextGen 101. We were also recognized and nominated for the "Shooting Star Award" by the Coral Gables Chamber of Commerce as a company that has made an effort to hire, mentor and promote young professionals!

We are a Miami-based MSP providing IT sales and support to SMBs primarily in South Florida. Our passion is helping small and mid-sized businesses become more successful through our proven technology processes. We are committed to our team and want to see our employees (you) succeed

Full-time