Job Description
Responsibilities & Tasks
* Work on and resolve Helpdesk Tickets
* Delight our Clients with a Friendly, Quick and Helpful Experience
* Provide the Client with advanced remote troubleshooting and resolution
* Remote & onsite Hardware Maintenance and Support
* Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
* Managing and recording all work through our Ticketing System
* Ensure that Client Documentation is well maintained
* Split tickets that have several issues into their own individual ticket
* Make sure that tickets aren't "stale" throughout the process
* Review RMM dashboard and apply remediation actions as indicated by our Processes
* Review regularly scheduled/automated actions as indicated by our Processes
* From time to time the projects team will need additional resources to help deliver projects either onsite or remotely. When opportunities arise the Level 2 IT Engineer may be required to help with project delivery
* Escalate tickets that require Senior Technical or Service Delivery Manager support
* Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
* Submit Timesheets & Expense reports as indicated on their SOPs
* Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
* Mentor the "Junior" Service Team Members
* Follow the schedule provided by the Service Delivery Manager or Service Coordinator/ Dispatcher
* Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
* Follow all our Security Procedures and keep a vigilant eye for security issues
* Identify opportunities for improvement and make constructive suggestions for change
* Contribute to the process of innovative change effectively
* Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO
Qualifications
* Technical Background or Completion of a Technical Degree or Course
* Sound understanding of support tools, techniques and how technology is used to provide services
* Sound understanding of operating systems, business applications, printing systems and network systems
* Sound diagnostic skills of technical issues related to end‐user hardware & software and network devices
* Experience and knowledge of working with the Microsoft 365 Platform
* Must be able to type quickly and accurately while talking on the phone
* A deep desire to deliver an amazing Client Experience
* Advanced knowledge of IT Applications, Software & Hardware
* The ability to speak both geek and human
* Great Communications skills, founded in being a good listener
* Drivers license, willing to complete a Police & Working with Children checks
* Ability to keep up with & adapt to the fast‐paced IT world
* Be fully vaccinated from COVID‐19 – non‐negotiable due to healthcare client requirements
Nice to Have
* Experience using a Ticketing system / RMM Tool and PSA software
* Experience providing support via remote tools
* Experience handling Technical Service Tickets
* Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
* Client Experience Certifications such as Helpdesk Habits etc.
* Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business
* Experience managing cloud services such as Microsoft Office 365
* Experience using ConnectWise Manage
* Experience using Datto Product Family (RMM & Commerce)
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