J. Harte Associates LLC
Senior / Level 3 Helpdesk Engineer
hace 5 días
Westville
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., • 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., • Review the RMM dashboard and implement remedial actions as per our established processes., • 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., • 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. 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., • 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. For individuals seeking career advancement, the Senior Helpdesk Engineer role naturally leads to positions such as Service Delivery Manager or CTO.