• Full Time
  • Monterey, CA
  • Industry Sector : Information Technology
  • Information Technology

Website Rayne Technology Solutions

Computer support and services in Monterey, California

Position: Support Technician II
Type: Permanent Full-time; Non-Exempt

General Summary
A Rayne Technology Support Technician II is responsible for providing partner support for our Products
and Services. This includes deep familiarity with Server and Workstation hardware and Workstation
Operating Systems as well as specific support for Rayne Technology Servers and Workstations built on
various modern Hardware. Additional products include our partnered Backup and Disaster Recovery
Appliance, Security Management and a host of other third-party products delivered through vendor
partnerships.

About this position:
A Rayne Technology Support Technician II, under supervision of the Service Manager and Service Team
Lead, will respond to and resolve support tickets and escalated support for our Products and Services.
Mentoring team members on these issues is also required. Support and mentoring will include a wide
range of issues and requires general and specific technical expertise in many areas including: server and
workstation hardware, RAID configuration, setup and troubleshooting, Operating System installation
and setup, backup and disaster recovery support (using our BDR solution), virtualization using HyperV Server, Firewall troubleshooting and other technical support and service issues
including troubleshooting general issues regarding third party products offered through our Managed
Services.
A typical day can vary widely with a host of issues from simple to complex. The ability to prioritize
activities, multi-task and effectively manage multiple client requests is essential. The Support Technician
II will report directly to the Service Manager or Service Team Lead for performance and process
management. Scheduling is handled by Dispatch, but you may be required to do this for your own work
as well.
A Rayne Technology Solutions Support Technician II plays a vital role in our relationship with clients and
team members. It is essential to have excellent communication skills, good follow-up, strong technical
knowledge and the ability to develop and maintain excellent relationships with our clients and their
staff

Knowledge, Skills, and/or Abilities Required:
To perform thisjob successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.
 Excited by new technology
 Ability to effectively communicate with team members and clients including excellent written
and oral communication skills.
 Ability to routinely multitask (to a reasonable degree) and reassign priorities.
 In-depth knowledge of actively supported desktop and mobile operating systems (Windows
10+/MacOS 10.X+/Window Server 2016+/Android/iOS).
 Understanding of network architecture and basic troubleshooting.
 End-User software including Microsoft 365/Office 365 management
 Strong relationship building skills
 Problem-solving abilities and able to meet reasonable deadlines.
 Experience of working in PSA software (Professional Services Automation)
 Experience of working in RMM software (Remote Monitoring and Management)
 Afterhours work as part of a rotation with other technicians and engineers.
 Always learning, training, and continuing education.
 Sense of humor.

Expected Outcomes and Essential Responsibilities:
 Meet or exceed the current goal for utilization (meaning time entries for service/project
tickets are at least at 75% of the daily shift hours set by management).
 All Assigned service/project tickets are updated in real-time with their required next step and
documented in real time according to standards.
 Client communication and team member communication are addressed quickly and in order
of priority
 Escalation procedures and policies are followed to help with efficient and effective resolution
 Communicate frequently with service manager/lead about escalation, repeat issues, root
cause analysis, and technical standards
 Mentoring junior team members as needed or requested.
 Certain tasks may require field services or to help the project team with implementation
Educational/Vocational/PreviousExperienceRecommendations:
 2-3 years of previous technical support in technical computer service is required.
Working Conditions:
 Business casual, office environment or work from home attire (if applicable)

*Please email resumes to careers@raynetech.com

Upload your CV/resume or any other relevant file. Max. file size: 128 MB.


You can apply to this job and others using your online resume. Click the link below to submit your online resume and email your application to this employer.