Senior / Level 3 Helpdesk Engineer

Job Description

overview

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Senior Helpdesk Engineer plays an important role in making sure that happens.

The Senior Helpdesk Engineer handles escalated support requests for the Service Delivery Team. They are assigned the support requests that the Junior Helpdesk Technician can’t handle.

When help is needed the Senior Helpdesk Engineer can turn to the Service Delivery Manager for guidance and support.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

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 OF OUR TICKETING SYSTEM

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 “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

From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Senior / L3 Enginner may be required to help with project delivery

COMMUNICATION, REPORTING & RISK

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

TEAM WORK

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 AND ATTRIBUTES

DESIRED

A love of (and ability to) Solve Problems & Challenges

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 Geek and human

Great Communications skills, founded in being a good listener

A deep desire to deliver an amazing Client Experience

Drivers license

The ability to speak both Geek and Human

The ability to keep up with & adapt to the fast-paced IT world

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.

PERKS

• Get your birthday off

• Generous incentives for reaching Team and Company Goals

• Excellent Health / Dental and Vision plan!

• An easy-going environment and culture (we all enjoy what we do)

• The flexibility to work from home (we run a Hybrid office)

• A Stand-Up Desk and High-Powered Laptop

• A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH

For someone looking to progress their role, the Senior Helpdesk Engineer naturally leads into roles such as: the Service Delivery Manager or CTO.

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Full-time

Hybrid remote