What are the responsibilities and job description for the Onsite IT Service Delivery Associate L1 position at BetterWorld Technology | Managed IT & Cybersecurity?
Company Description
BetterWorld Technology specializes in Managed IT Services, Cybersecurity, IT Consulting, and Cloud Services. Our award-winning services focus on managing and delivering optimal technology solutions, ensuring that while technology counts, people matter even more. We pride ourselves on being a trusted partner, providing comprehensive technology solutions tailored to meet the unique needs of our clients.
Position Overview:
The Service Delivery Associate L1 position is accountable for the end-to-end delivery of IT managed services at customer sites and providing remote support. The IT Service Delivery Associate L1 will be partnering with our service desk team and management to provide support.
Day to day management of client tickets and request at client sites daily
Act as Single Point of Contact for technical operations management
Ensure continuous improvement in technical delivery models
General Technical Support:
Responsible for day to today delivery of IT Managed Services
Respond to any escalated issues from the client
Support Queue - MSP, Voice, Data, & SaaS product support
Provide support guidance both technical and non-technical request
Manages the process of bringing new customers onboard
Facilitate internal and external escalation where necessary
Able to communicate technical or complex subject matter in business terms
Help develop and improve MSP written procedures
Help develop and improve checklists for all customers
Help manage, improve and communicate customer and vendor QBR’s - Quality Business Reviews
Customer Documentation of all setup, process, procedures, and non standard items
Ensure clear communication of status and solutions to problems both verbally and in writing as a follow up
Ensure support request reaction times within SLA guarantees
Proactively address problems and incidents and ensure proper communication and escalation procedures are in place in support of end customers
Qualifications
- Basic understanding of IT Support and Cybersecurity practices
- Strong analytical and data analysis skills
- Excellent written and verbal communication skills
- Ability to work collaboratively in a team environment
- Strong organizational skills and attention to detail
- Proficiency in Microsoft Office Suite and familiarity with IT tools
- Enthusiasm for learning and adapting to new technologies
- Currently pursuing a degree in Information Technology, Computer Science, Cybersecurity, or a related field