Use the ticketing system to work on and resolve helpdesk tickets and service requests.
Manage and record all work through the ticketing system.
Maintain client documentation.
Split tickets containing several issues into separate tickets.
Ensure tickets do not become stale during the process.
Create and maintain documentation for onsite processes.
Escalate tickets that require Service Delivery Manager support.
Communicate ticket status to clients throughout the process and notify them of changes or outages related to their issues.
Identify, communicate, and mitigate potential risks to the Service Delivery Manager and clients.
Follow the schedule provided by the Service Delivery Manager or Service Coordinator.
Follow standard operating procedures for daily and weekly recurring tasks.
Follow security procedures and remain alert for security issues.
Identify opportunities for improvement and make constructive suggestions for change.
Contribute effectively to innovative change.
Undertake other duties as required by the Service Delivery Manager.
Desired Qualifications
Understand support tools, techniques, and how technology is used to provide services.
Understand operating systems, business applications, printing systems, and network systems.
Diagnose technical issues related to end-user hardware, software, and network devices.
Have experience and knowledge working with the Microsoft 365 platform.
Have experience with workstation migrations.
Have experience working with vendors to expedite troubleshooting of hardware and software systems.
Type quickly and accurately while talking on the phone.
Have advanced knowledge of IT applications, software, and hardware.
Adapt to the fast-paced IT environment.
Have experience using a ticketing system, remote monitoring and management tool, and professional services automation software.
Have experience providing support via remote tools.
Have experience handling technical service tickets.
Hold professional IT certifications, such as Microsoft MCP.
Hold client experience certifications, such as Helpdesk Habits.
Have experience working on a helpdesk or for a managed service provider or IT support business.
OVERVIEW
The number one goal of everyone in our team is to make our Clients exceptionally happy. The IT Field Engineer plays an important role in making sure that happens.
The IT Field Engineer handles escalated support requests for the Service Delivery Team, that require an onsite visit.
When help is needed the IT Field 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 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