Senior Level 2 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 support requests for our small business clients. 

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 (Connectwise) 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 / Level 2 Engineer 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:

-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 senior level engineers.

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

-Advanced experience and knowledge of Microsoft Windows Server/Client Operating Systems

-Experience and knowledge of Business Firewalls, Network Switching/VLANs, WiFi, & Disaster Recovery.

-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

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:

-Generous incentives for reaching Team and Company Goals/Christmas Bonus!

-We have Health/ Dental covered!

-401K

-Paid Time Off + Holidays

-An easy-going environment and culture (we all enjoy what we do)

-A Proactive Approach to Ongoing Training to help you develop life-long skills

Full-time 40 hrs/week Monday-Friday.

Drug test and background check will be required.

Please submit a cover letter and resume with relevant qualifications and why you would be a good fit for our company to hr@proactivenetworktech.com.