Mid-Tier technical resources may be shorthanded to Tier 2 or T2. This role is expected to be adept with routine troubleshooting of reactive technical needs and has started learning more advanced technical skills. Responsible for the first escalation level support of Tier 1 Engineers on their team.
This role is an excellent opportunity for anyone who enjoys fast-paced work and a steady stream of problem- solving challenges and learning opportunities.
SDE T2 Objectives & Responsibilities
OBJECTIVE: Contribute to a cohesive team environment by improving operational efficiency
- Escalate or transfer tickets to the appropriate internal teams.
- Identify, action, or escalate opportunities for additional documentation, training, and automation.
- Follow established procedures with awareness of overriding client or business needs.
- Document client environments, applications, and process.
- Mid-tier troubleshooting of the virtualization environment and hosted client facing systems.
- Support a healthy team by load balancing tasks for a team member who is out of office.
OBJECTIVE: Ensure a world-class client experience
- Provide responsive client service with a positive attitude while under time pressure.
- Represent the voice of DeepNet with efficiency, professionalism, and kindness.
- Clearly communicating client needs when escalating tickets and being impeccable with internal ticket notes.
- Provide on-call services on a rotating basis to support client needs outside of business hours.
- Conduct troubleshooting for networks, servers, and workstations by providing 1st line support across a broad set of technical systems and challenges.
All team members are expected to uphold DeepNet’s culture and values, demonstrating integrity and accountability in their actions. We recognize that not everyone may be ready for this level of dedication, and we respect the honesty of those who decide this isn't the right path for them.
If you are ready to embrace these values:
Doing the Right Thing: ... even when no one is looking. Trust is built by being accountable – consistently. Be trustworthy. Take action. What would the hero do?
We're in This Together: What we get is a measure of what we give. Helping others is our jam. We don't make other people do our thinking for us. Take responsibility – don’t play the blame game.
Curiosity is Key: Know thyself. Compassionately challenge ideas. Be relentless in the pursuit of better solutions.
Be a Role Model: Communicate as if the words we choose matter because they do. Be impressive – inspire others. Show up like we are on a first date, every time.
Be Contagiously Positive: Yes we can. Assume positive intent. Find ways to elevate those around us.
Then we believe you'll be a great fit and help contribute to our company's success.
Competencies for Success:
Required Skills / Abilities:
- Ability to delight clients
- Effective and concise oral and written communication
- Critical thinking and problem-solving
- Tenacity and attention to detail
- Proficient with Ticketing based PSA and RMM tools
- Intermediate understanding of small business IT needs, including administration of IT Security, Networks, Servers, Printers and Workstations:
- Environments based on the Microsoft technology stack, including Windows Server/Windows Desktop, Active Directory, DNS, DFS, Exchange, MS SQL, MS365, etc.
- Environments that may include Apple iOS/OSX devices or other non-Microsoft based systems.
- Mobile devices, printers, scanners, thin-clients, and phones.
- Identification and escalation of IT security incidents.
- Networking at WAN, LAN, and WLAN levels, including working with ISP’s, Firewalls, Routers, Managed and POE Switches and WAPs.
Preferred Skills / Abilities:
- Operational mindset: ability to create efficient workflows and execute to deliver timely, accurate services
- Apple product and software knowledge
- Systems and process mindset and understanding
- BS in Information Systems, Information Systems Security, or equivalent certifications or experience
Benefits: DeepNet strives to foster a thriving workplace culture by providing benefits beyond base compensation. Not only do we offer a health/dental/vision plan, but we cover 75% of the base plan cost for employees; 50% for spouse / domestic partner and 25% for dependents as well! Some of the other benefits currently offered are:
- Unlimited Planned Vacation & Extended Leave
- Flexible Spending Account
- Health Savings Account contribution
- Life Insurance
- Retirement Plan
- Flexible Work Arrangements
- Health and Wellness Stipend
- Remote Stipend
EEO:
DeepNet is an equal opportunity employer, and we welcome applications from those who contribute to our diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, mental, or physical disability, age, sexual orientation, gender identity, national origin, familial status, veteran status, or genetic information. DeepNet is committed to providing access, equal opportunity, and reasonable accommodation for all individuals in employment practices, services, programs, and activities.
FCO:
Pursuant to the San Francisco Fair Chance Ordinance, DeepNet will consider for employment qualified applicants with arrest and conviction records.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, you will be regularly required to:
- Communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
- Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Observe details at close range (within a few feet of the observer)
If you require reasonable accommodation in the employee selection process, please direct your inquiries to your interviewer.
Salary : $64,000 - $72,000