Technical Support Specialist
We are a leading Managed Service provider dedicated to securing, scaling, and supporting Small to Medium businesses' IT infrastructure and Cloud, with a strong emphasis on cyber security.
As a full-time, Level 2 Information Technology Engineer, you will become an integral part of our commitment to supporting clients with quality, efficiency, and integrity.
Responsibilities
* Address and resolve escalated helpdesk tickets
* Enhance clients' experience with prompt, friendly, and efficient service
* Offer advanced, remote troubleshooting assistance
* Provide remote hardware maintenance and support
* Utilize the Ticketing System for resolving Helpdesk Tickets & Service Requests
* Manage and record all work through the Ticketing System
* Ensure Client Documentation is well-maintained
* Review RMM dashboard and apply remediation actions
* Monitor regularly scheduled/automated actions
* Assist with project delivery on-site or remotely as needed
* Communicate ticket status to clients at every step
* Submit timesheets and expense reports as per SOPs
* Identify, communicate, and mitigate potential risks
Criteria
Key Skills:
* English as your first language
* Ability to take constructive criticism professionally
* Strong problem-solving skills
* Advanced understanding of support tools and techniques used in MSP's
* Advanced diagnosis skills and critical thinking for technical issues
* Advanced experience with Microsoft 365
* Ability to type quickly and accurately while on the phone
Preferred Qualifications:
* Familiarity with ticketing, RMM, and PSA software
* Proficiency in remote support tools
* Client experience certifications (e.g., Helpdesk Habits)
* Background in IT support or with a Managed Service Provider (MSP)
This role requires a proactive approach to ongoing training for life-long skills development. You will be part of a team that values easy-going work environment and culture.
You will have flexibility to work from home when scheduling allows, stand-up desk and high-powered laptop, and team social events.