Level 2 Support Technician

Description

Job Summary: We are seeking a passionate Level 2 Support Technician who embraces innovation, is eager to learn, and contributes to improving people's quality of life through technology. Key Highlights: 1. Personal and professional development in a collaborative and innovative environment 2. SONDA Academy: an educational platform to enhance your development 3. SONDA Wellness: a program supporting your work-life balance Experience SONDA — where you transform your career! Just like you, we love what we do, we are passionate about innovation, and we firmly believe that through knowledge and technology, we will not only transform our clients’ businesses but also the future. At SONDA, you’ll enjoy a work experience offering diverse opportunities for personal and professional growth — an excellent place to learn and contribute to improving people’s quality of life through technology. · We seek a Level 2 Support Technician eager to learn and transform their career. · In this role, you will: Receive support requests or incidents (via email, tickets escalated from MDA, or mobile calls from MDA agents) Contact the end customer to confirm their location and availability. Provide micro-IT support for printers, scanners, IP phones, projectors, and other multimedia equipment. Resolve the request or incident with the end customer, or report the need for escalation. Escalate the request to Level 3 Support, the client, or an external client vendor (as applicable). Follow up to receive responses regarding escalations. Receive escalation responses to conduct functional testing. Forward information to the client once the solution has been validated, or schedule an on-site visit to assist with implementation (as applicable). Request validation tests from the client and follow up accordingly. Close the ticket. Stay updated and trained on applications, operating systems, and other tools used by your assigned client. · Requirements: Technical diploma or university degree in systems, telecommunications, electronics, equipment support and maintenance, equipment repair, networks and communications, or related fields Minimum 1 year of experience performing similar functions. Knowledge of micro-IT support. 24x7 availability on rotating shifts (working only 48 hours per week) Residence in areas near Santa Anita (preferred) · What can you expect from us? Work flexibility promoting balance between your personal and professional life. Professional development and continuous skill enhancement aligned with your interests. A collaborative, diverse, and innovative environment fostering teamwork. · What do we offer? · SONDA Academy, an educational platform for continuous learning designed to maximize your professional development. SONDA Wellness, a program supporting your work-life balance through initiatives focused on your physical, mental, and social well-being. Full health insurance (EPS at 100%) Profit-sharing Meal allowance And much more! + Diversity + Inclusion = Innovation and collaboration · At SONDA, we are committed to diversity. We foster an inclusive environment ensuring talents can thrive in a positive setting that encourages professional growth on equal opportunity terms. · Because we know that diversity is fundamental to driving innovation, we evaluate candidates solely based on professional qualifications, regardless of race, skin color, religion, age, gender, sexual orientation, gender identity, nationality, or disability. · Join our team! -Requirements- Minimum education: Technical diploma 1 year of experience Keywords: technologist, technician, tech, technician, technology, technology, technologist, support, support, support