Junior Helpdesk Engineer

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Junior Helpdesk Engineer plays an important role in making sure that happens. The Junior Helpdesk Engineer handles the first level support requests that come in fromour Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.
When help is needed, the Junior Helpdesk Engineer can get help from or escalate issues to other members in Service Delivery Team.
Responsibilities & Tasks
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide basic remote troubleshooting
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren't "stale" throughout the process
- From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise you may be required to help with project delivery.
- Escalate tickets that require Senior Helpdesk Engineer 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
- Follow the schedule provided by the Service Delivery Manager
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Identify opportunities for improvement and make constructive suggestions for change
- Undertake other duties as required by the Service Delivery Manager
SKILLS AND ATTRIBUTES
- A love of (and ability to) Solve Problems & Challenges
- Must be able to type quickly and accurately while talking on the phone
- Knowledge of IT Applications, Software & Hardware
- The ability to speak both Geek and human
- IT literate - Advanced user level
- A deep desire to deliver an amazing Client Experience
- Drivers license
- 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
- Experience and knowledge of working with the Microsoft 365 Platform
- Professional IT Certifications such as Microsoft, CompTIA or ITIL, ITSM, etc
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business
PERKS
- Your birthday off
- An easy-going environment and culture
- A Proactive Approach to Ongoing Training to help you develop life-long skills