Technical Help Desk Specialist

POSITION SUMMARY

The primary objective is to provide exceptional customer service, and remote & on-site technical support to our clients as well as building/maintaining strong relationships expected by a trusted advisor.

POSITION OUTCOMES

• Liaise 3rd party relationships with vendors, suppliers, and support contractors.
• Provide IT and application support to all users.
• Manage the implementation of new technology.
• Facilitate Asset Management tasks.
• Act as an escalation point whenever necessary.
• Provide 1st & 2nd Level Technical helpdesk/service desk support to all users.
• Support and maintain all technology infrastructure.

POSITION RESPONSIBILITIES

Provides predominantly remote technical support to clients under the guidance of the Service Desk Team Lead/ Service Delivery Manager and as part of a team. The position involves but is not limited to:

• Customer liaison via email, phone and through helpdesk system (ConnectWise).
• Act as an escalation point to any issues encountered by L1, L1.5 & L2 Support Engineers.
• Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high-quality customer service.
• Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Service Desk Team Lead/ Service Delivery Manager.

POSITION COMPETENCIES

• Excellent communication skills, both written and verbal, being able to interact with end-users effectively.
• Ability to work independently, yet as part of a collaborative team.
• Experience with an MSP preferred.
• Demonstrated a high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range of clients.
• Strong organizational and time management skills.
• Experience in a client-focused IT technical support role

POSITION QUALIFICATIONS

• Hands-on experience with setup and troubleshooting of computer hardware and peripherals.
• Service Management certifications are beneficial but not essential (e.g. ITIL).
• Active Directory user and group administration.
• Technical ability to resolve complex incidents within a Windows environment.
• Administration of Exchange and O365.
• Ability to de-escalate IT issues encountered and communicate with clients on turnaround times and resolutions.
• Relevant technical training, certifications, and education.

POSITION EXPERIENCE REQUIRED

• Proven experience supporting end users via training and correspondence.
• 5+ years of IT experience supporting Microsoft Office and Windows Infrastructure environments.
• Advanced communication skills.
• Qualification in key core system technology.

POSITION EXPERIENCE DESIRED

• Experience using systems - including Office 365, Skype for Business, Teams, Active Directory, and Exchange.
• SCCM knowledge is desirable.
• ITIL Certification.