Join the Team

Overview

The number one goal of everyone in our team is to make our clients exceptionally happy. The IT Technician Level 3 plays an important role in making sure that happens. The IT Technician Level 3 handles escalated support requests for the IT Service Delivery Team. They are assigned the support requests that the IT Tech can’t handle. When help is needed, the IT Technician Level 3 can turn to the Owner/CTO 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
• Ensure that tickets are being completed by the IT Team in a timely manner
• Managing and recording all work though our Ticketing System
• 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

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 IT Technician Level 3 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 Owner/CTO and Clients

Teamwork

• Mentor the “Junior” Service Team Members
• Follow the schedule provided by the Owner/CEO or Office Administrator
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
• Follow all our Security Procedures and Keep 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 Owner/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 to 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
• Driver’slicense
• 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

• We have Health / Dental and Vision covered!
• An easy-going environment and culture (we all enjoy what we do)
• Company matching for 401K contributions
• The flexibility to work from home (we run a Hybrid office)
• Incentive to workout up to two hours a week, paid
• A Proactive Approach to Ongoing Training to help you develop life-long skills

Career Growth

For someone looking to progress their role, the IT Technician Level 3 naturally leads into roles such as: the Service Delivery Manager or CTO.