Job Description
OVERVIEW
The number one goal of everyone in our team is to make our Clients exceptionally happy. The Level 3 Help Desk Technician plays an important role in making sure that happens.
The Level 3 Help Desk Technician 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 Level 3 Help Desk Technician 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 troubleshooting
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
COMMUNICATION, REPORTING & RISK
- Create and maintain documentation for on-site processes
- 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
- 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
- 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 Manager
SKILLS AND ATTRIBUTES
DESIRED
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- Understanding of support tools, techniques and how technology is used to provide services
- Understanding of operating systems, business applications, printing systems and network systems
- Diagnosis skills of technical issues related of end-user hardware & software and network devices
- Experience and knowledge of working with the Microsoft 365 Platform
- Experience in workstation migrations
- Experience working with vendors for expedited troubleshooting of hardware and software systems
- 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
- 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, 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
- We offer Health / Dental and Vision coverage
- An easy-going environment and culture (we all enjoy what we do)
- The flexibility to work from home (we run a Hybrid office)
- Subscription to Cybrary.it
- A High-Powered Laptop
- A Proactive Approach to Ongoing Training to help you develop life-long skills
Salary: $67k - $69k
Job Tags
Full time, Remote job, Work from home,