Careers

Our Objective
Hoop5 is currently seeking a full-time Tier 1 Help Desk Technician to assist our clients with remote and occasional on-site support. A team player who can work autonomously without constant supervision is a requirement of this position. Performance is rewarded and measured by customer satisfaction, ticket response & resolution times, organizational skills, communication skills, documentation, and technical abilities. While most work is performed remotely from the Hoop5 office in Escondido, onsite support may be required and reliable transportation is expected. There’s an opening also in Phoenix, AZ.

About You

As a member of the front line of support and "voice" of the organization, the Tier 1 Technical Support Specialist position within our organization is an important one and the ability to conduct yourself in a professional manner and communicate effectively with co-workers and clients is imperative. Personal diligence and an acute sense of organization and time management skills are a requirement. You will be the first contact for users experiencing hardware/software difficulties and must be able to troubleshoot, analyze, prioritize, resolve and/or facilitate issues to achieve a resolution for the customer.

• You have 5+ years of experience providing top-notch technical customer support.

• You are dedicated to excellent customer service- the kind that customers rave about.

• You have a combination of stellar interpersonal and technical skills.

• You love researching and diagnosing complex issues and can communicate with a wide range of people regarding intricate technical problems.

• You have a strong understanding of computer and network infrastructure.

• You seek help when needed and lend a hand when needed.

• You are resourceful. We are looking for that "I may not know, but I can consult my resources and learn" kind of mentality.

• Your documentation is second to none. You are comfortable documenting work in real-time and understand projects/tickets are not complete without associated documentation.

About The Job

Primary Responsibilities:
• Act as the first line of support- both remotely and occasionally onsite

• Responding to customer support tickets promptly, providing concierge-level technical support, documenting resolutions to support requests, and escalating tickets as needed.

• Communicating effectively with clients via phone and email, responding to all requests and concerns in a timely fashion. Explaining resolutions, answering questions, and providing professional advice as needed.

• Ability to resolve incidents with desktops, laptops, printers, copiers, scanners, wifi, software, and operating systems

• Create and follow procedures, documentation, and reports

• Able to work after hours when needed

• Experience in PC installation, troubleshooting, and maintenance

Preferred basic technical skills:

• Proficiency with Microsoft Windows and Office applications

• Experience with installing, configuring, and troubleshooting networked computers and peripherals

• Experienced with a variety of workstation hardware- Dell, HP, ASUS, and Lenovo

• Microsoft O365, SharePoint, OneDrive, Google Apps, and Apple products

• Experience working for an MSP with remote monitoring and management tools preferably Connectwise Manage and Connectwise Automate

• Experience in troubleshooting technical issues

If you constantly strive to improve your technical knowledge, have a hard-core work ethic, are looking for challenges and a place with lots of opportunities to grow, please send us your resume.

Our Objective

Hoop5 is currently seeking a full-time Senior Systems Administrator to assist with providing direction and leadership in the design, planning, implementation, and support of best-practice IT systems and solutions that meet our customer’s business goals and capital requirements.

About You

As the third level of support for the organization, our Systems Administrator position is an important one and the ability to conduct yourself in a professional manner and communicate effectively with co-workers and clients is imperative. Personal diligence and an acute sense of organization and time management skills is a requirement. You will be the third, and sometimes second contact for users experiencing hardware/software difficulties and must be able to troubleshoot, analyze, prioritize, resolve and/or facilitate issues to achieve a resolution for the customer.

• You have 7+ years of experience providing top-notch technical customer support. You are dedicated to excellent customer service -- the kind that customers rave about.

• You have a combination of stellar interpersonal and highly technical skills.

• You love researching and diagnosing complex issues and can communicate with a wide range of people regarding intricate technical problems.

• You have a strong understanding of computer and network infrastructure.

• You seek help when needed and lend a hand when needed.

• You are resourceful. We are looking for that "I may not know, but I can consult my resources and learn" kind of mentality.

• Your documentation is second to none. You are comfortable documenting work in real time and understand projects/tickets are not complete without associated documentation.

About The Job

Primary Responsibilities:

• Responsible for staying abreast of the latest changes and developments related to IT systems and security. Document findings, establish designs, and provide recommendations for related items.

• Develop plans for testing new technology concepts and work closely with the Engineering team to evaluate new technologies as necessary to meet business objectives.

• Collaborate with key business stakeholders and senior engineers to define requirements and work through high-level technical solutions.

• Define and maintain target architectures for key business systems and define projects to bring existing systems into compliance.

• Provide direction on frameworks and technologies to technical teams to use when translating business requirements in technical specifications.

• Support the Service Coordinator in overseeing task assignments with specific responsibility to ensure all technical matters, tickets and projects run smoothly and as planned.

• Serve as a contributor for any key corporate initiative as necessary to include planned and unplanned strategic goals.

• Research and evaluate networking technologies for customer projects determining applicability and compliance with stated requirements and existing or planned network infrastructure.

• Notify and advise appropriate Hoop5 representatives on issues that could impact company and customer systems, processes, or procedures.

• Assist the Engineering department with general engineering duties on assigned projects & T3 support.

• Act as a positive influence, mentor, and guide for all Hoop5 employees.

• Oversee the entire Engineering department ensuring that everyone under his/her umbrella has all the tools necessary to perform their responsibilities in a proficient and professional manner.

• Prepare each Technician's Quarterly Review including their new Quarterly Goals

• Plan and, if possible, schedule any training for the technicians.

• Act as an escalation point and Tier 3 support when needed.

• Assist with customer CIO-level planning and new customer onboarding.

Preferred technical skills:

• Strong understanding of computer, server, and network infrastructure with at least 8 years of experience.

• Experience working for an MSP with remote monitoring and management tools, preferably ConnectWise Manage and Automate (formerly Labtech).

• Ability to manage a variety of IT infrastructures including Switches, Storage devices, Routers, Firewalls, Servers, Workstations, and mobile devices.

• Cloud- Azure & O365 (migration & management experience preferred)

• SAN/Storage- Dell and/or NetApp preferred

• Microsoft- Exchange, Active Directory, IIS, and Terminal servers.

• Networking - TCP/IP, DNS, DHCP, Routing, VLAN, IPSEC, and SSL VPN, Firewalls, and Wireless networks- Meraki & Fortinet preferred.

• Storage arrays, backup, and replication solutions, monitoring systems- Veeam, StorageCraft preferred.

• Microsoft, Hyper-V, and VMware infrastructure experience is a must

If you constantly strive to improve your technical knowledge, have a hard-core work ethic, are looking for challenges and a place with lots of opportunities to grow, please contact us!

Job Type: Full-time/Remote

Ability to commute/relocate:

Escondido, CA 92029: Reliably commute or planning to relocate before starting work (Required)

Experience:

• VMWare: 3 years (Required)

• Linux: 1 year (Required)