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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