IT Support Technician/Level 2 Helpdesk – email resume

PLEASE EMAIL Resume to Click to view when applying. Thank you.

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Junior Helpdesk Technician plays an important role in making sure that happens.
The Junior Helpdesk Technician handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way.
When help is needed the Junior Helpdesk Technician can get help from or escalate issues to other members in Service Delivery Team.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE
– This position is for US timezone support hours
– Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
– Delight our Clients with a Friendly, Quick and Helpful Experience
– Provide the Client with advanced remote troubleshooting with software & Window’s operating system.

USE OF OUR TICKETING SYSTEM
– Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
– Managing and recording all work and tracking time though our Ticketing System
– Make sure 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

USE OF OUR MONITORING & MANAGEMENT TOOL
– Review RMM dashboard and apply remediation actions as indicated by our Processes
– Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK
– Our projects team will need additional resources to help deliver projects remotely. When opportunities arise the Junior / L2 Technician may be required to help with project delivery

COMMUNICATION, REPORTING & RISK
– Escalate tickets that require Senior Helpdesk Engineer 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 reports daily as indicated on their SOPs
– Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAM WORK
– 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 AND ATTRIBUTES DESIRED
– A love of (and ability to) Solve Problems & Challenges
– Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business
– Experience working on a cloud platform such as Azure or AWS
– Experience with VOIP systems and internet phone management
– Great Communications skills, founded in being a good listener
– An understanding of support tools, techniques and how technology is used to provide services
– Strong understanding of operating systems, business applications, printing systems and network systems
– 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
– Knowledge of IT Applications, Software & Hardware
– The ability to speak both Geek and human
– Great Communications skills, founded in being a good listener
– IT literate – Advanced user level
– A deep desire to deliver an amazing Client Experience
– Excellent Verbal English skills
– The ability to keep up with & adapt to the fast-paced IT world
– Experience using a Ticketing system / RMM Tool and PSA software
– Experience providing support via remote tools
– Experience handling Technical Service Tickets

NICE TO HAVE
– Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
– Client Experience Certifications such as Helpdesk Habits etc.