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 though our Ticketing System
Ensure that Client Documentation in 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 resource 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 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
QUALIFICATIONS
Technical Background or Completion of a Technical Degree or Course
EXPERIENCE
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
Sound 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, be willing to complete a Police & Working 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
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)
