Helpdesk Engineer - Senior / Level 3

SALARY RANGE: $45,000 - $70,000 + Benefits
HOURS OF WORK: 40 hours per week
RESPONSIBLE TO: Service Delivery Manager

OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Support Desk Technician plays an important role in making sure that happens.
The Support 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 Support 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 remote/onsite troubleshooting
• Provide the Client with on-site installation & removal of equipment
• Remote/onsite 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 we will need additional resource to help deliver projects either on site or remotely.

COMMUNICATION, REPORTING & RISK

• Escalate tickets that require Service Delivery Manager support
• Create and maintain documentation for on-site processes
• 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
• An understanding of support tools, techniques and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems and network systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• IT literate – Advanced user level
• A deep desire to deliver an amazing Client Experience
• Driver’s 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
• Experience and knowledge of working with the Microsoft 365 Platform
• 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

• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to work from home as needed (we run a Hybrid office)
• A Stand-Up Desk
• A Proactive Approach to Ongoing Training to help you develop life-long skills
• We have Health / Dental and Vision covered (80/20)!
• 401K with Company Matching (3%)
• More!

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.