L2 Technical Administrator

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Technician Summary Description: The Technical Administrator is part of the first line of defense and must answer all calls whenever possible, initiate tickets, and provide administrative support to the technical teams by relaying accurate technical and contact information through the ticketing system and internal communications. Technical Administrator will perform basic troubleshooting steps to resolve or escalate to the next level while working with a team to help administer company and customer technical infrastructure systems to support, maintain, and evolve IT infrastructure. This position includes end-user remote support, taking phone calls, providing basic troubleshooting steps, working with the technical admin team, opening and closing tickets, reviewing emails, logging, and escalating as needed.

Description Of Duties And Tasks

• Politely greet, screen calls and route to appropriate personnel if needed
• Engage with questions to determine issues and create tickets for all incoming tech support requests
• Compile weekly ticket reminders to technical teams – weekly on Mondays (PST)
• Make outgoing calls to ISP Telecom Vendors to open trouble tickets, investigate outages, schedule maintenance, new orders and repairs.
• Engage vendors as client liaison when required for further assistance opening vendor tickets and resolve issues
• Make outgoing calls to schedule client remote sessions, service follow-ups, and to provide status updates on ticketing scheduling/resolution
• Manage support inbox: create tickets, follow up, forward billing-related items to billing department, monitor alerts for systems and networking (both internal and external)
• Manage ticketing queue: review tickets that are 1-10 days old daily, requesting regular updates from tech staff, offer assistance to technicians to demonstrate your interest in learning and supporting the team
• Support to tech team: review messages, provide team with incidents and vendor updates that affect the organization at the Monday team meeting 10AM PST
• Review company websites daily and confirm functionality and performance
• Review support and logging emails, create tickets, and assign as needed
• Troubleshoot Windows and MAC devices
• Troubleshoot printers/scanners/copiers/VoIP phones
• Routine maintenance and configuring new computers/telephones/printers
• Technology infrastructure support with direction for systems, network technology, and applications
• Comply with the Global IT Security Policy as it pertains to hardware, software, security/data safety, and compliance. Collaborate with vendors for equipment maintenance.
• Maintain confidentiality of sensitive information
• Use the IT Support Request system to document, prioritize, and track requests.
• Review Zabbix logs daily at 8am PST and 2pm PST
• Review Ironscales logs daily
• Weekly Tech Time Report – Submit Fridays (PST)
• All other duties as required
  
  

• Experience working as IT Technical Administrator- Level 2.
• Knows how to use Microsoft products, VoIP, and other business productivy applications.
• Strong communication skills using speech and writing, proper grammar with English proficiency
• Professional, warm-natured and able to de-escalate, help client/end user feel heard, valued, and like they are a priority
• Has a strong sense of urgency and attention to detail
• Team player and engages with the company meetings and chats
• Ability to touch-type at a relative speed. Ability to systematically troubleshoot complex problems
• Qualifications/Employment Standards: 2+ years of Help desk administrator experience
• Working towards, or holds technical certifications, and can demonstrate a technical aptitude
• Able demonstrate commitment to customer services through certifications and or work activity
• Professional demeanor on the phone and in person
• Has a reliable internet and power to connect to communicate with US, Los Angeles market
• Well-spoken, fluent in English language (speaking and writing)
• Familiar with operating in a fast-paced environment with shifting priorities