FIRST LINE TECHNICIAN INTRODUCTION

If you're not learning in your current position, this is the job for you! Netready is based in Pasadena, California, and provides Managed IT and Cyber Security services to clients across the country. We are hiring an amazing local technician, and we hope to review your application!

JOB SUMMARY

Technicians share responsibility for IT incidents, service requests, and service desk. Technicians working the first line of support are responsible for the company's Response Rate

• a combination of (1) calls answered and (2) tickets identified within our response SLA.

This role includes an on-call rotation. You are on call every other week. Netready gets about three out-of-hours calls each month.

A DAY IN THE LIFE

You work from the ticketing system. You communicate with clients via tickets and phone calls. You communicate with coworkers via Microsoft Teams. You update your tickets daily. You answer calls as they come in, Identify new tickets, and work from our documentation for quick resolutions. When a ticket needs complex troubleshooting, you escalate it.

That is the point:

we need you available for the next person who needs help. That matters more than being the one who solves the hard problem. Between tickets, you check the queue and help where you can. When the first line queue is under control, you can pick up second line work.

HOW WE MEASURE SUCCESS

• Response rate: 90% minimum.
• Daily ticket update: every ticket, every day.
• Time per ticket: 15 minutes or less is the goal for 1st line. Before you apply Make sure you fit in! Netready hires employees who share these core values:
• Build trust through transparency. You can explain why you make decisions.
• Learn to educate. You share documentation and teach your peers.
• Always go above and beyond. You solve root cause issues, not just workarounds.
• Stay positively people focused. You always focus on the person behind the IT issue.
• Think ahead.

You notice trends and make processes more efficient. If you want clarification on any of these core values, reach out!

ADMINISTRATIVE INFORMATION

• Required location: Los Angeles, CA
• (Westside, Glendale, Orange Country, Pasadena preferred)

• Job Type:

  Full time
• Work location: Netready is fully remote. You will occasionally go on-site. Less than once per week.
• We meet in person every quarter for teambuilding, training, and planning.

• Hours:

  a 9:00 to 18:00 Pacific Time shift, which is (8) hours work and (1) hour lunch.

• On-call:

  The on-call shift includes any time outside of work hours.

• Salary:

  $40,000.00
• $60,000.00 per year, depending on experience.
• Benefits after probationary period: health insurance after (6) months, paid time off after (1) year.

MUST HAVE

• Minimum (1) year of IT desktop support experience.
• English fluency: reading, writing, and speaking.
• Customer service, with an emphasis on building relationships.
• You work independently and cooperatively.
• You communicate effectively with clients, coworkers, and vendors.
• Experience using and maintaining Standard Operating Procedures (SOPs).
• Proficiency with Microsoft Windows 10 and 11, and Mac OS.
• Proficiency with the Microsoft Office Suite and Google Workspace.
• Smartphone receiving security updates.
• Reliable access to the internet with at least 50 down / 10 up, and high uptime.

NICE TO HAVE

• You have experience with ConnectWise software.
• Familiarity with Windows and Mac command line.
• You have MSP experience.
• You've worked in a variety of technical environments.
• You've worked at a company with high ticket volume.
• You have a degree in an IT-related field.
• You have IT certifications.

TECHNICAL SYSTEMS

You can assist with aspects of technical support including, but not limited to: support, maintenance, implementation, analysis, diagnosis, troubleshooting, and repair of computers (hardware like printers, software, email, networks, and peripherals), user accounts (rights, security, passwords, and system groups), and software (like Microsoft Office, Quickbooks, Adobe, Egnyte, RDS, client VPNs).

HOW TO APPLY

Once you apply, send an Indeed message with links to your relevant certifications. We only consider applications from applicants who message.

Pay:

$40,000.00

• $60,000.

00 per year

Benefits:

401(k) 401(k) matching Health insurance Paid time off Application Question(s):

Location:

are you in the LA area?

Think:

Westside, Burbank, South Bay, Orange County, Pasadena.

Education:

High school or equivalent (Preferred)

Experience:

IT support: 1 year (Preferred)

Work Location:

Hybrid remote in Pasadena, CA 91101