Job Description

Job Description

Job Description

JOB SUMMARY

Our team is dedicated to ensuring our Clients' satisfaction remains our top priority. The role of the Senior Helpdesk Engineer is crucial in achieving this objective. This individual is responsible for handling escalated support requests within the Service Delivery Team, addressing issues that the Junior Helpdesk Technician may find challenging. The Senior Helpdesk Engineer collaborates with the Service Delivery Manager for guidance and support when necessary.

RESPONSIBILITIES & TASKS

Customer Service

• Address and resolve escalated Helpdesk Tickets promptly.
• Strive to provide Clients with a positive, efficient, and supportive experience.
• Offer advanced remote troubleshooting assistance to Clients.
• Perform remote hardware maintenance and support.

Use of Ticketing System

• Utilize our Ticketing System to manage and resolve Helpdesk Tickets and Service Requests.
• Maintain thorough records of all work within our Ticketing System.
• Ensure the proper maintenance of Client Documentation.
• Separate tickets with multiple issues into individual tickets.
• Prevent tickets from becoming stagnant during the resolution process.

Use of Monitoring & Management Tool

• Review the RMM dashboard and implement remedial actions as per our established processes.
• Monitor regularly scheduled/automated actions as guided by our processes.

Project Work

• Provide additional resources to the projects team as needed for on-site or remote project delivery.

Communication, Reporting & Risk

• Escalate tickets requiring Service Delivery Manager support.
• Keep Clients informed of the status of their tickets at each stage and notify them of any changes or outages related to their issue.
• Submit Timesheets & Expense reports as outlined in SOPs.
• Identify, communicate, and mitigate potential risks to the Service Delivery Manager and Clients.

Team Work

• Mentor Junior Service Team Members.
• Adhere to the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.
• Follow Standard Operating Procedures (SOPs) for daily and weekly recurring tasks.
• Comply with all security procedures and remain vigilant for security issues.
• Identify opportunities for improvement and provide constructive suggestions for change.
• Contribute effectively to the process of innovative change.
• Perform other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO.

SKILLS AND ATTRIBUTES

Desired

• Strong problem-solving abilities.
• Excellent communication skills, emphasizing active listening.
• Advanced knowledge of support tools, techniques, and technology used for service provision.
• Proficiency in operating systems, business applications, printing systems, and network systems.
• Advanced diagnostic skills for technical issues related to end-user hardware, software, and network devices.
• Extensive experience and knowledge of working with the Microsoft 365 Platform.
• Proficient in quick and accurate typing while engaging in phone conversations.
• Passion for delivering exceptional Client Experiences.
• Advanced understanding of IT Applications, Software, and Hardware.
• Ability to communicate effectively in both technical and layman's terms.
• Strong motivation to excel in a fast-paced IT environment.
• Possession of a valid driver's license (indicate needed class/type).

Nice to Have

• Experience with Ticketing systems, RMM Tools, and PSA software.
• Experience providing remote support.
• Handling of Technical Service Tickets.
• Professional IT Certifications such as Microsoft MCP, MCSA, or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits, etc.
• Prior experience in a Helpdesk or with a Managed Service Provider (MSP) / IT Support Business.

CAREER GROWTH

For individuals seeking career advancement, the Senior Helpdesk Engineer role naturally leads to positions such as Service Delivery Manager or CTO.

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