Senior Help Desk Engineer

About You:
< 50 minutes from our office in Pasadena, CA

You thrive in a structured, process-driven environment and believe that following well-defined workflows leads to the best results.

You take ownership of your work, hold yourself accountable, and seek out candid feedback as a tool for growth.

You embrace continuous improvement and are adaptable to adjustments in your role.

10-15 years of experience handling Tier 4 IT support requests

Advanced experience with a wide variety of helpdesk tools and ticketing systems

Knowledge of cybersecurity risks and best practices for protecting sensitive data and systems

Experience documenting procedures, troubleshooting steps, and resolutions

Preferred Experience or Certifications: MS-900, MS-700, MS-721, MS-102, MD-102, AZ-900, AZ-104, AZ-305, AZ-800, SC-900, SC-300, SC-200, and ACSP

Skills:
Achieved certification or advanced experience in architecting or designing from the ground up in the following areas: Windows (Servers & Networking), Office 365, Microsoft Hyper-V, Apple MacOS and iOS, Cisco Meraki, Dell PowerEdge, Sophos XG Firewall and Central Endpoint and Server, Ubiquiti UniFi Network and Enterprise Wireless, Datto, Veeam Backup and Replication, IronScale, Azure Administration, APC UPS Management, Powerchute Business, VMWare Certifications

Deep understanding of IT systems, hardware, software, and networking concepts to quickly diagnose and resolve complex technical issues

Strong focus on customer satisfaction and relationship building

Excellent verbal and written communication skills

Managing multiple tasks simultaneously, prioritizing, and meeting deadlines

Ability to collaborate effectively with other team members

Willingness to adapt to change and interest in professional growth

Ability to follow detailed processes

About Us:
AllSafe IT is a Managed Service Provider (MSP) that delivers services to small to medium sized businesses.

Health, dental, and vision insurance 401(k) with employer matching

2 weeks of vacation/year

40 hours of sick pay/year

8 hours of paid volunteer time/year

8 paid holidays per year

Reimbursement for passing quarterly certification exams

Bonusly employee-to-employee recognition program

Dog-friendly office

Our Values:
We do what we say we’ll do.

We care about the process.

We are generous with what we know.

We enjoy the people we work with.

We choose compassionate candor.

Job Responsibilities:
Provide advanced technical support to clients, VIP, and internal teams, including on-site assistance

Act as a point of escalation and complete incident and change management tickets

Serve as a project resource or technical owner and ensure quality assurance

Improve technical documentation for all incident and request management, maximizing efficiencies in workflow and profitability

Continue to cultivate knowledge and skillset, always learning new technologies

Pay: $48.08-52.89/hr