Job Description

Cascade is a rapidly-growing MSP (managed service provider), offering tech services in the Bay Area, Los Angeles, New York City and beyond. We provide a world-class service to high-end clients in the Financial Services industry.

About the role:

We're looking for a new team member who can use their technical and customer service skills to impress our client’s most critical users, learn and advance quickly, be hyper reliable & responsible, and play a key role in our company's growth. This opening is for a technician who is comfortable working on-site with VIP users in Los Angeles and technically skilled enough to support our clients cloud services. We’re looking to provide an above market compensation package for the highest level of customer service, reliability, and flexibility, so only candidates who are highly confident of their ability to provide white-glove service should apply. 

We are looking for someone with:

• The absolute highest customer service skills, including a clear communication style to all types of audiences, very high reliability, trustworthiness, flexibility when scheduling, and full ownership of all issues to complete resolution
• Demonstrable strong experience supporting mac OS workstations and iOS devices
• A passion for developing hard and soft skills that improve their performance
• Leadership and proactive character traits 
• Sound priority tracking and time management skills
• The ability to be receptive and action-oriented in response to constructive feedback
• A calm and focused demeanor in high-pressure situations
• Strong professional and technical communication skills (both written and verbal)
• At least 7 years of IT experience, with evidence of career growth
• Strong networking knowledge (Wi-Fi, DHCP, DNS, VPN, NAT, Routing)
• Real world infrastructure experience (AWS, Azure, Linux, Windows Server)
• Experience with Jamf Pro or other macOS & iOS MDM platforms
• Optional experience supporting audio/video systems (Crestron, Savant, Lutron, 2N.)
• Strong understanding of bash and/or Powershell scripting

Some responsibilities include:

• Working directly with our VIP clients to tackle a diverse and unpredictable range of challenges
• Providing technical support by phone, email, text, and in-person
• Working on state of the art, high-end, cutting-edge, technical improvement projects for client VIPs
• Monitoring & maintaining public and private cloud systems
• Being available, flexible, and on-call with regular after-hours and/or weekend work
• Being able to work with a team to solve difficult problems
• Creating and maintaining technical documentation

Compensation, benefits and perks:

• Above-market base salary for excellent technical and communication skills
• 95% coverage for medical/dental/vision premiums and more
• 401(k) with employer match
• $125 monthly technology reimbursement
• $150 monthly meal stipend
• $100 monthly healthy living expense program
• Generous reimbursement and bonuses for learning and training, including technical certifications
• Flexible working hours when not engaged 
• Generous PTO, sick and family leave policies

At Cascade, we commit ourselves to be a diverse and inclusive workplace, ensuring our employees are comfortable bringing their authentic selves to work every day. We value unique perspectives and believe this is critical to solving complex problems. Everyone is welcome and encouraged to apply.

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