Junior / Level 1 Helpdesk Technician

OVERVIEW

The primary objective of each member on our team is to ensure our clients' utmost satisfaction. The Junior Helpdesk Technician holds a crucial position in achieving this goal.

Responsible for addressing initial support inquiries from our clients, they are the first point of contact for helpdesk tickets. Their role involves swiftly addressing issues and keeping Clients informed about the resolution process at every stage. Additionally, they collaborate with other members of the Service Delivery Team for assistance or to escalate issues when necessary.

RESPONSIBILITIES & TASKS

Customer service

• Serving as the initial point of contact for customers via our helpdesk, whether through phone, email, or ticket submission.
• Ensuring our clients receive a friendly, prompt, and helpful experience that exceeds their expectations.
• Offering basic remote troubleshooting assistance to the Client.

USE of our TICKETING SYSTEM

• Utilize our Ticketing System to address and resolve Helpdesk Tickets & Service Requests efficiently.
• Maintain comprehensive records of all tasks and activities using our Ticketing System.
• Ensure thorough upkeep of Client Documentation.
• Prevent tickets from becoming stagnant or inactive during the handling 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

• Occasionally, the projects team may require extra support to successfully execute projects, either on-site or remotely. When such opportunities arise, the Junior / L1 Technician may be called upon to assist with project delivery.

COMMUNICATION

• Escalate tickets needing assistance from a Senior Helpdesk Engineer.
• Provide the client with ongoing updates on the status of their ticket, informing them of any changes or outages related to their issue.
• Complete Timesheets & Expense reports following the guidelines outlined in their SOPs.
• Identify, communicate, and address potential risks to the Service Delivery Manager and clients.

TEAMWORK

• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.
• Adhere to all security procedures and remain vigilant for security issues.
• Recognize opportunities for improvement and offer constructive suggestions for change.
• Participate actively in the process of innovative change.

SKILLS AND ATTRIBUTES DESIRED

• A love of (and ability to) Solve Problems & Challenges
• Passion for problem-solving and overcoming challenges.
• Excellent communication skills, rooted in active listening.
• Proficiency in support tools, techniques, and understanding of technology's role in service provision.
• Strong grasp of operating systems, business applications, printing systems, and network infrastructure.
• Ability to type quickly and accurately while engaged in phone conversations.
• Strong commitment to delivering exceptional client experiences.
• Knowledgeable in IT applications, software, and hardware.
• Proficient in both technical and layman's terms communication.
• Proficient IT literacy at an advanced user level.
• Commitment to delivering outstanding client experiences.
• Possession of a valid driver's license with indicated class/type.
• Ability to communicate effectively in both technical and non-technical contexts.
• Capacity to keep pace with and adapt to the rapidly evolving IT landscape.

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 MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

PERKS

• 401K, Health, dental, and vision benefits
• Enjoyable and relaxed work environment and culture (everyone finds fulfillment in their work).
• Equipped with a standing desk and high-performance laptop.
• Embrace a proactive approach to continuous training to foster lifelong skill development.

CAREER GROWTH

• For individuals seeking career advancement, the Junior Helpdesk Technician position serves as a natural pathway to roles such as Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO, or Service Delivery Manager.