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