L3 IT Helpdesk Technician

PURPOSE OF THE POSITION
The L3 IT Helpdesk Technician role is an integral part of the Operations team. This role’s main focus is to support all employees’ by resolving any IT related issues they may come up against in their day to day roles. The IT Helpdesk will Bring strong software, systems and hardware skills to be part of our passionate and ambitious business.

KEY RESPONSIBILITIES

– Work on and resolve 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 though our Ticketing System
– Make sure that Client Documentation in well maintained
– Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stagnant” 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
– Escalate tickets that require Management 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
– Identify, Communicate and Mitigate potential risks to management
– Mentor the “Junior” Service Team Members
– Follow the schedule provided by the management team
– 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

QUALIFICATIONS, EXPERIENCE, COMPETENCIES
· Has been a L3 Service Desk or IT Manager/Lead in a Network Operations Center environment
· Has experienced remodeling IT workflow or has a solutions architect background
· Great Communications skills, founded in being a good listener
· 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 IT Lingo and human
· Great Communications skills, founded in being a good listener
· A deep desire to deliver an amazing Client Experience
· 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
· 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.