1 Senior / Level 3 Helpdesk Engineer Job in Plano, TX

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Senior / Level 3 Helpdesk Engineer

OVAATECH LLC

Plano, TX | Full Time

$99k-127k (estimate)

2 Months Ago

Senior / Level 3 Helpdesk Engineer

OVAATECH LLC Plano, TX

$99k-127k (estimate)

Full Time 2 Months Ago

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OVAATECH LLC is Hiring a Senior / Level 3 Helpdesk Engineer Near Plano, TX

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.

Requirements

CUSTOMER SERVICE

Work on and resolve escalated Helpdesk Tickets
Delight our Clients with a Friendly, Quick, and Helpful Experience
Provide the Client with advanced on-site troubleshooting
Provide the Client with on-site installation & removal of equipment
On-Site 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 through 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 the 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 Engineer may be required to help with project delivery

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
Submit Timesheets & Expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAMWORK

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 Keep 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 understanding of structured cabling (tidy cable management is a must)
Advanced experience installing and maintaining networking and VoIP equipment
Advanced 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)
Advanced 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
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.

CAREER GROWTH

For someone looking to progress in their role, the Senior Helpdesk Engineer naturally leads into roles such as the Service Delivery Manager or CTO.