Help Desk Level 1

 

About

This position reports to the Director of Technology. Help Desk Level 1 is an entry level position. The career path is to develop skills to become a Help Desk Level 2 or an Engineering Level 1 position.

 

Responsibilities

You will be responsible for assisting end users with operating difficulties, actively resolving user help requests, using diagnostic and tracking tools. Duties include supporting IT products, services and printers, including answering questions, troubleshooting problems, teaching and instructing end users regarding software or hardware functionality, and communicating policy. Additional duties include recording tickets, performing hands-on fixes remotely or in person, installing and upgrading software and hardware, implementing file backups, and configuring systems and applications. Specific duties include:

Answering Help Desk phone calls from clients

Recording information on tickets

Prioritizing, escalating, and assigning tickets

Reviewing tickets to ensure team is completing the required fields

 

Other responsibilities include providing administrative support as needed. This support includes but is not limited to tasks such as:

Creating reports from help desk system

Reconciliation of client’s software licenses

Creation of performance reports

Organizing physical inventory

Procurement of hardware and software

 

Skills

The Level 1 Help Desk requires deep ability to troubleshoot desktop user issues and the ability to understand and communicate infrastructure issues. A key is interacting with clients to improve customer satisfaction. Specifically, skills include:

Communicating effectively with clients via the telephone and email

Gracefully interacting with unsatisfied clients, de-escalating emotionally charged clients in order to get accurate information to resolve issues

Troubleshooting Windows operating systems, Windows Office applications, printers, scanners, and other devices that may be attached to desktop computers.

Documenting technical issues in written and oral communications

 

Qualifications

A high school diploma is required. Preferred 4-year college degree in computer science or related field. 1-3 years experience in managed services or help desk field. Completion of Microsoft certifications a plus.

Apply

Engineer Level 1

 

About

The core teams for M-Theory is the Help Desk and Engineering teams. The Help Desk and Engineering teams interact directly with clients from small to mid-size businesses. The Help Desk team is onsite and records and resolves request from the customer who depend on M-Theory to maintain and support their infrastructure, desktops, and VoIP telecommunications. The Engineering team often supports the Help Desk team, but the primary responsibility of an engineer is to understand user needs and their issues if any; design, implement, monitor, maintain solutions, and troubleshoot problems. This work is often performed onsite. In some cases, an engineer may be assigned to work offsite for one or more days a week.

 

This position reports to the Director of Technology. Engineer Level 1 is an entry level position. The career path is to develop skills to become an Engineer Level 2 position. The distinguishing factor between the Engineering levels is the degree of technical knowledge and experience.

 

Responsibilities

A key responsibility for an Engineer Level 1 is to understand the client’s technology needs and translate that into a design that will meet or exceed those needs. The Engineer is also responsible for implementing the solutions in such a way that the solution is maintainable and can be monitored remotely. Engineers engage in proactive monitoring and maintenance of a client’s infrastructure, to meet the Service Level Agreement, outlining availability, capacity, performance, and security requirements.

 

Skills

Foundational

Speaking, listening, reading, and writing effectively to current and prospective clients, and team members; including, developing technical documentation in words, process flows, and diagrams.

Thinking creatively, making decisions to solve problems.

Takes personal responsibility, maintaining proper attendance and appearance, self management, receives feedback, act with integrity, honesty, and confidentiality

Manages time and company resources

Interacts appropriately with co-workers and clients professionally and respects diversity

Collects, organizes, and interprets information

Understands workflow, systems and structures, including policies and procedures

Search and suggest the right tools/technologies for the job

 

Engineering/Technology

The Engineer Level 1 is entry level and is expected to receive support from other Engineers. The Engineer Level 1 will have strong depth in some areas but should have good breadth over most areas. The Engineer Level 1 should understand the function, workings of; Maintain, monitor, administrate, and troubleshooting of; participate in the design and implementation of:

Microsoft Servers, Active Directory, Exchange, DNS, Remote Desktop

Server virtualization with VMware, Hyper-V

Network hardware and software such as routers, switches, and firewalls

Servers, storage devices, UPS’s, hardware

VoIP/Unified communications hardware and software

Office productivity tools, particularly the MS Office suite

Office productivity hardware such as printers, copiers, scanners, desktops, laptops

 

Qualifications

A high school diploma is required. Preferred 4-year college degree in computer science or related field. 2-4years’ experience in managed services working on help desk field. Completion of technology certifications a plus.

Apply

Engineer Level 2

 

About

M-Theory Group is a dynamically growing managed services and technology acquisition firm based in Los Angeles, California. The main aim of the company is to deliver innovative technology solutions serving wide array of industries such as Finance, IT, Healthcare, Venture Community, Manufacturing, Business Services, Entertainment, Gaming and Telecommunication.

 

The core teams for M-Theory is the Help Desk and Engineering teams. The Help Desk and Engineering teams interact directly with clients from small to mid-size businesses. The Help Desk team is onsite who records and resolves request from the customer depending on M-Theory to maintain and support their infrastructure, desktops, and VoIP telecommunications. The Engineering team often supports the Help Desk team, but the primary responsibility of an engineer is to understand user needs and their issues if any; design, implement, monitor, maintain solutions, and troubleshoot problems. This work is often performed onsite. In some cases, an engineer may be assigned to work offsite for one or more days a week.

 

This position reports to the Director of Technology. Engineer Level 2 is mid level position. The career path is to develop advanced skills to become an Engineer Level 3 position. The distinguishing factor between the Engineering levels is the degree of technical knowledge and experience.

 

Responsibilities

A key responsibility for an Engineer Level 2 is to understand the client’s technology needs and translate that into a design that will meet. The Engineer is also responsible for making design evaluations, implementing the solutions in such a way that the solution is maintainable and can be monitored remotely. Engineers engage in proactive monitoring and maintenance of a client’s infrastructure, to meet the Service Level Agreement, outlining availability, capacity, performance, and security requirements.

 

Skills

Foundational

Speaking, listening, reading, and writing effectively to current and prospective clients, and team members; including, developing technical documentation in words, process flows, and diagrams.

Thinking creatively, making decisions to solve problems.

Takes personal responsibility, be self motivated, maintaining proper attendance and appearance, self management, receives feedback, act with integrity, honesty, and confidentiality.

Manages time and company resources

Interacts appropriately with co-workers and clients professionally and respects diversity

Collects, organizes, and interprets information

Ability to manage multiple conflicting priorities & projects.

Understands workflow, systems and structures, including policies and procedures

Designs and implement effective solutions to address the client needs.

 

Engineering/Technology

The Engineer Level 2 is mid level position in the ladder and is expected to receive support from other Engineers. The Engineer Level 2 will have strong depth and breadth in most of the areas. The Engineer Level 2 should understand the function, workings of; Maintain, monitor, administrate, and troubleshooting of; design and implementation of:

Microsoft Servers, Active Directory, Exchange, DNS, Remote Desktop

Server virtualization with VMware, Hyper-V

Network hardware and software such as routers, switches, and firewalls

Servers, storage devices, UPS’s, hardware

VoIP/Unified communications hardware and software

Office productivity tools, particularly the MS Office suite

Office productivity hardware such as printers, copiers, scanners, desktops, laptops

 

Qualifications

A Bachelor degree in engineering, computer science or related field is required. 2-4years’ experience in managed services design and implementation. Completion of technology certifications a plus.

Apply

Engineer Level 3

 

About

The core teams for M-Theory is the Help Desk and Engineering teams. The Help Desk and Engineering teams interact directly with clients from small to mid-size businesses. The Help Desk team is onsite who records and resolves request from the customer depending on M-Theory to maintain and support their infrastructure, desktops, and VoIP telecommunications. The Engineering team often supports the Help Desk team, but the primary responsibility of an engineer is to understand user needs and their issues if any; design, implement, monitor, maintain solutions, and troubleshoot problems. This work is often performed onsite. In some cases, an engineer may be assigned to work offsite for one or more days a week on a short-notice.

This position reports to the Director of Technology. Engineer Level 3 is senior level position within the Engineering teams. The distinguishing factor between the Engineering levels is the degree of technical knowledge and experience.

 

Responsibilities

A key responsibility for an Engineer Level 3 is to understand the client’s technology needs and translate that into a design that will meet. The Engineer is also responsible for making design evaluations, implementing the solutions in such a way that the solution is maintainable and can be remotely monitored, for the most complex and challenging issues. Engineer Level 3 engages in proactive training and mentoring to Engineer Level 1 and Engineer Level2 focusing maintenance of a client’s infrastructure, to meet the Service Level Agreement, outlining availability, capacity, performance, and security requirements.

 

Skills

Foundational

Speaking, listening, reading, and writing effectively to current and prospective clients, and team members; including, developing technical documentation in words, process flows, and diagrams. Thinking creatively, making decisions to solve problems. Takes personal responsibility, be self motivated, maintaining proper attendance and appearance, self management, receives feedback, act with integrity, honesty, and confidentiality. Manages time and company resources Handles issues escalated by Engineer Level 1 and Engineer Level 2 Acts as a backup to Engineer 2. Interacts appropriately with co-workers and clients professionally and respects diversity Responsible for reproducing / confirming product defects and reporting such defects to the design team for future consideration. Documenting the most challenging and critical issues solved for future reference. Collects, organizes, and interprets information. Ability to manage and troubleshoot multiple conflicting priorities & projects. Understands workflow, systems and structures, including policies and procedures. Designs and implement effective solutions to address the client’s most challenging issues.

Engineering/Technology

The Engineer Level 3 is a senior level position in the ladder and is expected to support and mentor other Engineers down the ladder. The Engineer Level 3 will have complete depth and breadth in all of the areas. The Engineer Level 3 should have perfect understanding of the function, workings of; Maintain, monitor, administrate, and troubleshooting of; design and implementation of: Microsoft Servers, Active Directory, Exchange, DNS, Remote Desktop Server virtualization with VMware, Hyper-V Network hardware and software such as routers, switches, and firewalls Servers, storage devices, UPS’s, hardware VoIP/Unified communications hardware and software Office productivity tools, particularly the MS Office suite Office productivity hardware such as printers, copiers, scanners, desktops, laptops

 

Qualifications

–  A Bachelor degree in engineering, computer science or related field is required.

– 6-7 years experience in managed services solution design, implementation and troubleshooting of the issues.

– Ability to handle multiple tickets will be beneficial.

Apply