Job description
Job Description:
As an
IT Helpdesk Engineer Tier 1.5/2 at Intelligent Technical Solutions, you are responsible to help us support our clients by providing a world-class service within our SLAs using a passionate and positive approach to the job. You will be responsible for assisting in the setup, maintenance, and support of all end-user computers, phones, and peripherals including escalations from tier-1 techs. You will also assist end users with any support needs or questions they may have.
Job Responsibilities:
- Provide first and second-tier remote troubleshooting, training, and tech support to end users.
- Set up, configure, and troubleshoot computers, printers, and peripherals.
- Perform installs and updates on business software platforms.
- Quickly learn the company's process and procedures as well as clients.
- Work tickets escalated tickets that may be more complex or require tier 2 access.
- Maintain accurate client network documentation.
- Communicate in an open, engaging, and helpful tone across all channels including email (tickets), chat, and phone calls.
- Tailor communication style and troubleshooting delivery to match the knowledge or skill level of the end user.
- Coordinate incident resolution with third parties and vendors.
- Communication with clients to keep them informed of incident progress, notifying them of impending changes or agreed outages.
- Identify and surface trends of client issues with a focus on potential solutions.
Job KPIs:
- Maintain utilization goals.
- Maintain a working minimum number of tickets per day (average).
Job Qualifications:
- Experience in troubleshooting end-user issues and a Windows domain environment.
- Experience in providing tier 1 to tier 2 helpdesk support to clients.
- Someone who can work with others to deliver results, provide meaningfully contributing to the team, and prioritize group needs over individual needs.
- Someone who consistently achieves results demonstrates high performance, and challenges self and others to deliver results.
- A team member that demonstrates a desire to proactively help and serve clients and other team members to meet their needs.
- Can clearly convey thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding.
- Pursues everything with energy, drive, and a need to finish—doesn’t give up.
- Uses an organized and logical approach to finding solutions to complex problems.
- Looks beyond the obvious to understand the root cause of problems.
- Someone who is personally committed to, and actively works to continuously improve.
- Google-fu: if you don’t know the answer but are an expert at using the right keywords to find it.
Compensation:
Pay rates start at
$45k/year and vary by experience and location.
Pay increase depends on the acquisition of certificates. Technicians are expected to take the company-sponsored certification at least once every six months upon hiring.
(Example certifications: CompTIA Security+, CompTIA Network+, Microsoft MCDST or MCP.)
Benefits:
- Paid US Holiday
- Paid Time Off
- Comprehensive Health Plans
- Life and Accident Insurance
- Accident and Disability Coverage
- Company-paid training and certification
- Retirement Security
- Health & Wellness Program
- Salary Advancement
IMPORTANT
PLEASE ANSWER IN YOUR COVER LETTER WHEN APPLYING:
- Are you currently in Olympia, WA or nearby cities (kindly indicate)?
- Please provide your salary expectations. Don't say negotiable, please enter a $ range (per hour).
- Do you have a valid driver's license and a vehicle to use?
- Are you willing to undergo a series of online tests that take about 30 to 60 minutes to complete?
- What tech certifications do you have under your belt? (Required)
- Have you worked FOR an MSP? If so, please tell us how many years and what your experience was like.
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