L2 - IT Support Engineer
About The Position
Zones is hiring an L2 IT Support Engineer to provide deskside, desktop, and end-user computer support in a corporate environment. The role involves resolving software and hardware issues, supporting Windows and Mac systems and related workplace technology, managing service requests through ServiceNow, and maintaining system configurations and knowledge-base documentation. The position also provides IT equipment installation, moves, additions, changes, and decommissioning; smart-hands assistance for networking, server, and telecommunications technologies; inventory management; executive VIP support; and support for additional corporate and retail locations. The engineer takes ownership of incidents through resolution and trains staff on hardware and software use. The role is based in Los Angeles, California, requires working from the office five days per week with a couple of exceptions, and is listed for a term of 1+ year. Hours are 8 a.m. to 5 p.m. Pay is $28.00–$32.00, commensurate with experience.
Requirements
- Bachelor’s degree from an accredited higher-education institution and/or seven years of relevant experience.
- At least 3 years of experience in a desktop support and field services role.
- Strong knowledge and experience with Windows and Mac OS X operating systems.
- Good understanding of network infrastructure.
- Understanding of network, systems, and configurations.
- ITIL Foundation Certification.
- A+ certification plus one, preferably two, of the following certifications: N+, MCP, MCDST, MCSA, CNCT, CST, CNST, Apple Certified (ACHDS, ACTC, ACDT, ACPT).
- Team player with strong communication skills and a strong customer-centered philosophy.
- Dell Certified Technician qualification for ordering parts through OEM and parts replacement.
- Strong Apple iOS and mobile support, including MDM support.
- Broad understanding of Mac OS management tools, especially the JAMF Product Suite.
- Experience in operating system deployment using SCCM and macOS 10.15 or later.
- Must work from the office all five days a week, with a couple of exceptions.
Nice To Haves
- One, preferably two, additional certifications from the listed N+, MCP, MCDST, MCSA, CNCT, CST, CNST, or Apple Certified qualifications, in addition to A+.
Responsibilities
- Provide deskside, desktop, and end-user computer support in a corporate environment.
- Troubleshoot and resolve software issues; install, configure, reconfigure, or reinstall software, including through remote support.
- Support Mac OS, Windows OS, Microsoft Office 365, smartphones, AV conferencing systems, printers, and PC hardware.
- Categorize and prioritize end-user support requests and service requests using the ServiceNow ticketing system, and keep ticket status and information up to date.
- Research and follow appropriate knowledge-base articles.
- Maintain system configurations and knowledge-base documentation, updating articles as needed.
- Provide IT equipment install, move, add, change, and decommission (IMAC) support.
- Provide smart-hands support for networking, server, and telecommunications technologies.
- Support printers and peripheral devices.
- Manage physical IT asset inventory, including asset audits.
- Provide executive VIP support as needed.
- Support additional corporate and retail locations as needed.
- Reimage computers and hard drives according to customer standards.
- Take ownership of issues from end to end and resolve appropriate requests and incidents.
- Train and orient staff on hardware and software use.
- Perform other duties as assigned.
Benefits
- Medical coverage.
- State-mandated sick leave.
- Other benefits designed to support well-being and work-life balance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
