Level 3 Helpdesk Engineer

Job Description

• Outstanding customer service and Level 3 System and Network support skills
• Exposure to diverse & leading-edge technologies
• Friendly team environment with leading IT Service Provider

Our client an established, Microsoft certified IT services & managed services provider, with extensive knowledge in all things tech - from a small hardware transformation project to data centre deployments of multi-role virtual machines to an IoT sensor deployment. They have successfully been in business for over 12 years, enjoying strong year on year growth and have built a team that honestly enjoys every aspect of this industry. 

About the role

This Senior Helpdesk Engineer role is responsible for handling escalated requests for the Service Delivery Team. This role will also be responsible for high level technical tickets in such areas as networking, Microsoft 365, server deployment (bare metal & virtual), IT security as well leading project driven works. You will work in conjunction with the other technical teams within the business to achieve the highest level of customer service and support. This role interacts directly with our clientele via phone, email, and occasionally onsite visits

Role and Responsibilities:

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced remote troubleshooting
• Remote 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
• Make sure that Client Documentation in well maintained
• Split tickets that have several issues into their own individual ticket
• Ensure 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 resource to help deliver projects either onsite or remotely. When opportunities arise the Senior / L3 Engineer may be required to help with project delivery
• Escalate tickets that require 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 Keeping 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

Skills Requirements:

• Analytical: Collects and researches data; Uses intuition and experience to complement data
• Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
• Interpersonal Skills: Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings
• Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed
• Change Management: Communicates changes effectively; Prepares and supports those affected by change; Monitors transition and evaluates results  
• Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
• Business Acumen: Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals
• Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and principles; Upholds organisational values
• Organisational Support: Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organisation's goals and values
• Judgement: Displays willingness to make decisions; Exhibits sound and accurate judgement; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions
• Motivation: Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals
• Planning/Organising: Prioritises and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organises or schedules other people and their tasks; Develops realistic action plans
• Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments
• Quality & Quantity: Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly
• Adaptability: Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
• Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan
• Initiative: Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed
• Innovation: Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention

Experience:

• Technical Background or Recently completed Technical Degree or Course
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• Advanced 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
• A deep desire to deliver an amazing Client Experience
• Drivers license, be willing to complete a Police & Workinmg with Children checks.
• The ability to keep up with & adapt to the fast-paced IT world
• Be fully vacinated from COVID19 – As we work in healthcare this is a non-negotiable set out by our clients to attend their sites

Good 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)

On Offer:

• Competitive Remuneration
• Permanent position
• Excellent office & culture -where people enjoy their job, and always learn a lot

How to apply

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Other titles for this role in other organisation might be: Level 3 Engineer, Senior Service Desk Engineer, System Support, Senior Managed Services Engineer, Senior Systems Engineer

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