Service Technician (L2) - NWE
Company: The Rockridge Group
Location: South San Francisco
Posted on: January 14, 2026
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Job Description:
Job Description Job Description L2 Service Technician (NWE)
Summary: The Technician would be responsible for a queue of tickets
involving the onsite support of monitors and customers in a
pseudo-Open space environment in coordination with other
technicians. Additionally, the Technician would respond to
scheduled assignments involving supporting and cross training with
various teams, including customer interaction and service, hardware
deployment, hardware repair, inbound and outbound logistics, iPhone
and iOS support, and other areas. This self-motivated candidate
will follow defined account and departmental policies and
procedures as described above. Essential Duties and
Responsibilities: Onsite customer support regarding monitors,
including connection issues, break-fix replacement, proactive and
reactive maintenance, and inventory management. In person customer
support regarding Windows, OSX, and iOS software and configuration.
Imaging, pre-configuration, data migrations and application
installation for Windows and OSX systems. Troubleshooting and
Repair of Apple & HP computer hardware following internal and
manufacturer guidelines. Logistics of receiving, handling and
sorting of computer and related peripherals products received from
customers and hardware vendors. Logistics of shipping out prepared
systems. Support of deployment, troubleshooting, and receipt of
mobility devices including iPhone, iPad, and Mifi equipment. Confer
with management to assist development of service quality assurance
processes and procedures. Manage assets and take detailed notes
utilizing Customer Relationship Management tools or applications by
keeping status, details, notes or any other updates consistent
between multiple tools or applications utilized for CRM and
tracking purposes. Work independently and report progress to your
supervising manager. Other duties and responsibilities may be
assigned. Education/Experience: Technical authorization with
CompTIA "A" Certification a plus Requires a technical background
with at least 2 years of professional experience Able to multitask
and prioritize multiple projects Good interpersonal and
organizational skills are essential Must be dependable and able to
meet deadlines consistently Should have the ability to work under
pressure and be flexible to adapt to a changing environment
Troubleshooting and problem solving experience is preferred Must
possess excellent communication skills General knowledge of
Microsoft Office and Google Apps is a plus Must be experienced with
a service ticketing database, IE: Remedy, HPSM, Service Now
Knowledge in one or more operating systems such as Mac OSX, Windows
11, or iOS is mandatory Physical Requirements: While performing the
duties of this job, the employee is required to stand, walk, sit,
and reach with hands and arms. The noise level in the work
environment is usually moderate. The employee must be able to lift
up to 50lbs to occasionally move heavy boxes and/or computer
hardware.
Keywords: The Rockridge Group, Roseville , Service Technician (L2) - NWE, IT / Software / Systems , South San Francisco, California
