• Associate IT Engineer

    Req No.
    Location Name
    Paciolan - Irvine
    Information Technology
  • Overview

    Paciolan is seeking an Associate IT Engineer. This role will be responsible for supporting helpdesk tickets and assist the IT Team in overall network and telecom administration. This key support role will include taking ownership of help desk tickets received from employees and following through to resolution to ensure that the proper solution has been delivered. The ideal candidate will have a proven track record of providing first class customer service, possess a strong sense of urgency and thrive in a team oriented, collaborative environment.



    • Provide first-level contact and problem resolution for all users with hardware/software issues
    • Provide accurate and timely logging of problems and resolution for problems in the Spiceworks (Helpdesk Ticket) system
    • Document, maintain, upgrade or replace hardware and software systems
    • Support and maintain user account information including rights, security and systems groups
    • Administer credentials according to Corporate IT Standards (email environment consists of O365, Active Directory, Administer various Windows Servers)
    • Support the day-to-day operations of PC/Mac devices, telecommunications systems as well as telecom circuits (iPhones and Android phones, Cisco Office Phones, VoIP PureCloud, and RingCentral Contact Center);
    • Respond to major computer problems after-hours as needed
    • Respond to telecom circuit outages, server outages and AC server outages, after-hours as needed
    • Manage physical security, such as cameras and maintain access badge server.
    • Record and track IT financial assets.
    • Monitor internal network environment.
    • Prepare and assemble computers, network, and A/V for trade shows and training sessions.



    • Associates or Bachelor’s degree –Information Systems/Technology or Computer Science, preferred but not required
    • 3+ years’ experience in Information Technology, MS Windows NT network administration, helpdesk, or other computer technical positions
    • Experience with:
        • Windows 2008 / 2012 server
        • Windows 7 /10 workstations
        • OSX, Android
    • Strong knowledge and experience with network operations, software and hardware support
      • Basic working knowledge of networking– specifically TCP/IP, sub netting, routing protocols, and ACLs
    • Experience with software as a service (SaaS) but not required: OKTA, Box, Asana, Zoom, Ring Central, Pure Cloud, Google G-Suite.
    • Expertise in standard software packages (MS Office, MS Exchange, Chrome, etc.) Strong knowledge of email standards (SMTP, POP3, IMAP)
      • Working knowledge of Telecommunications Systems – preferably Cisco systems, Ring Central and PureCloud Genesis
    • Microsoft certification a plus (MCSE) but not required
    • Must be available on an on-call rotational basis – 24hrs per day, 7 days per week
    • Some travel is required
    • Must be willing to carry a mobile phone at all times
      • Excellent customer service skills including initial contact through problem resolution
    • Strong problem-solving skills; ability to visualize a problem and think abstractly to work through and solve it
    • Exceptional interpersonal and communication skills, with a focus on rapport-building, listening, and questioning skills
    • Ability to effectively prioritize and execute tasks in a fast-paced environment


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