RESPONSIBILITIES & TASKS
CUSTOMER SERVICE
Providing a first point of contact for customers through our helpdesk, be that via phone, email, or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
On-Site Hardware Maintenance and Support
Drive onsite and deliver equipment/troubleshoot issues while building rapport with clients.
USE OF OUR TICKETING SYSTEM
Use our Ticketing System (FIFO, SLA based) to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is 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 resources to help deliver projects either on site or remotely
When opportunities arise the Support Technician may be required to help with project delivery
Assist with Web and VoIP projects.
COMMUNICATION, REPORTING & RISK
Escalate tickets that require Senior Technician 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 Project Manager and Clients
TEAMWORK
Follow the schedule provided by the 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 Project Manager or CTO
SKILLS AND ATTRIBUTES
REQUIRED
A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener.
Intermediate understanding of support tools, techniques and how technology is used to provide services.
Intermediate understanding of operating systems, business applications, printing systems and network systems
Intermediate diagnosis skills of technical issues related of end-user hardware & software and network devices.
Advanced experience and understanding of structured cabling (tidy cable management is a must)
Advanced experience installing and maintaining networking and VoIP equipment.
Intermediate experience and knowledge of working with the Microsoft 365 Platform
Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
Knowledge of IT Applications, Software & Hardware
Ability to simplify IT to clients through verbal and written correspondence.
The ability to keep up with & adapt to the fast-paced IT world.
A deep desire to deliver an amazing Client Experience
Driver's license
NICE TO HAVE
Basic to intermediate understanding of AD, DNS, CLI
Experience using a Ticketing system / RMM Tool and PSA software
Experience working with any or all the following software/hardware: Standard Managed Services RMM and PSA tools
Understanding the OSI model, VLAN technology, and NAT configurations.
CompTIA Certifications such as A , Network , Security and/or Server with relevant practical experience
Experience and knowledge of working with the Microsoft 365 Platform
2 years' experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business
PERKS
Health / Dental / Vision and PTO after 90 days
Company laptop & cell phone and use of company vehicles
Fully stocked kitchen and your favorite snacks
An easy-going environment and culture (we all enjoy what we do)
The flexibility to work from home (we run a Hybrid office)
A Proactive Approach to Ongoing Training to help you develop life-long skills
