Global Support Services Technician – Level 3

  • Carlsbad, CA, USA
  • Full-time

Company Description

MCPc is an industry leading managed endpoint computing, technology logistics, asset management, and sustainability organization that provides a proven, powerful end-to-end lifecycle management protocol. These capabilities provide clients expedited digital transformation, better management of the complexity and cost of technology, achievement of sustainability targets, and empower employee performance.

With headquarters in Cleveland, OH we’ve meticulously built a global network of partners that provide our services nationally and internationally in over 80 countries. 

  • SkyPark is our Secure Technology Logistics Center 
  • Link59 is our Security Operations Center (SOC) in Midtown  
  • STAD is our Secure Technology Asset Disposition facility in Old Brooklyn
  • Additional sales, configuration, and asset disposition operations located in Grand Rapids, MI, and Erie, PA  

MCPc and our associates are dedicated to the communities in which we serve and actively participate on numerous nonprofit boards and tirelessly donate our time to many charitable organizations. 

MCPc is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing client base. We believe in training and career development for all associates. As you may imagine, as a trusted global data protection and endpoint solutions company, we hold ourselves to the highest level of security. As such, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.

Job Description

Essential Job Duties and Responsibilities

  • Own user-generated IT Incidents / Requests from intake to resolution as assigned in the IT service management software (ServiceNow). 
  • Monitor and respond based on priority to IT Incidents / Requests received through ServiceNow.  Incidents may involve hardware, software, telephony, mobile devices, and applications.
  • Articulate clearly and professionally through verbal and written communication displaying technical knowledge at an expert level.
  • When individual Incidents rise to a recurring or systemic level, create and document Problem records in ServiceNow and escalate to the appropriate technical teams.
  • Document meaningful notes and details for resolutions in IT documentation / incidents / Requests / Problems.
  • Provide the single point of contact for communications with the end-user related to IT Incidents, Requests, Problems, etc. Communicate proactively to ensure the end user is aware of status and next steps.
  • Make technical decisions at the operational level based on defined  processes and industry best practices.
  • Identify opportunities to improve operations processes and make recommendations for changes.
  • Partner with the IT Service Desk team to continuously improve Level 1 and Level 2 support processes.  Includes knowledge transfer, documentation, and training to expand the breadth of IT Incidents/Request/Problems that can be effectively resolved by Level 1 and 2 team members.
  • Identify and escalate situations requiring urgent attention.
  • Write and document technical solutions for publishing in the IT Support Knowledge base.
  • Provide exceptional customer service through courteous, prompt, and accurate communication.  Use customer service soft skills to address upset customers and remediate complainants without the need for supervisor involvement.
  • Order and deploy approved accessories and equipment as needed for sites within scope of assigned responsibility.
  • Provide support for employee onboarding/transfer/offboarding including IT equipment setup, delivery, and retrieval.
  • Manage and maintain local site systems’ health including printers, workstations, SCCM client, windows updates, Active Directory computer and user, etc.
  • Support business infrastructure as required, Service Line activities, projects, and tasks to maintain site servers, network equipment, phone system, etc.
  • Participate as needed in site projects adhering to IT policies, procedures, and best practices.
  • Support and maintain site asset management processes including PC Refresh, projects, break/fix, etc.
  • Ability to work non-standard hours, weekends, and on-call as necessary.
  • Ability to regularly walk facility and utilize scissor lifts and/or ladders as required.
  • Other duties as assigned.

 

Additional job duties as required when serving as a Level 3 Representative on Infrastructure & Operations Service Line teams.

Responsibilities may include:

  • Support technology implementation and maintenance efforts
  • Assist in supporting Service Line team action plan
  • Participate in the Service Line escalation group to handle operations issues
  • Assist coordinating service line related data collection
  • Assist as needed with communication between the Service Line team and GSS

Qualifications

Education and Experience Requirements

Education

  • Bachelor’s Degree in Computer Science or related field or 5+ years related work experience required.

Experience

  • Minimum 3 years of direct end user support experience, including Microsoft Windows, PC Hardware, LAN/Wi-Fi Networks, mobile devices, Office applications, and remote users support experience is preferred as well.

Preferred Skills and Abilities

  • Bachelor’s Degree in Computer Science or related field or 5+ years related work experience required.
  • Minimum 3 years of direct end user support experience, including Microsoft Windows, PC Hardware, LAN/Wi-Fi Networks, mobile devices, Office applications, and remote users support experience is preferred as well.
  • Customer service mindset.
  • Excellent problem-solving ability.
  • Strong interpersonal, verbal, and written communication skills.
  • Ability and discipline to follow standards, procedures, checklists, and design documents.
  • Detail oriented with the ability to work independently/ self-starter.
  • Experienced to expert knowledge of the support process for the main technologies in our environment, including: Windows 10, Office 365, Active Directory, PC/Laptop hardware, mobile devices, PC imaging.
  • Basic understanding of scripting technologies such as Office macros, PowerShell, Windows Scripting Host.
  • Lifelong learner, staying current with system information, changes, and updates.

Additional Information

All your information will be kept confidential according to EEO guidelines.