Senior / Level 3 Helpdesk Engineer

overview

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.

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 troubleshooting
 Remote 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 projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Senior / L3 Enginner may be required to help with project delivery

COMMUNICATION, REPORTING & RISK
 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
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
 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 knowledge of working with the Microsoft 365 Platform
 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
 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. 

PERKS
• Get your birthday off 🤓
• Generous incentives for reaching Team and Company Goals
• Excellent Health / Dental and Vision plan!
• An easy-going environment and culture (we all enjoy what we do) 
• The flexibility to work from home (we run a Hybrid office)
• A Stand-Up Desk and High-Powered Laptop
• A Proactive Approach to Ongoing Training to help you develop life-long skills

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.