- 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 quick-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)