Level 2 IT Engineer

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 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)