Level 2 IT Support Engineer

JOB DESCRIPTION & REQUIREMENTS

OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Level 2 IT Support Engineer plays an important role in making sure that happens.

The Level 2 IT Support Engineer handles escalated support requests for the Service Delivery Team that need to be handled on-site. They are assigned the support requests that the Junior Helpdesk Technician can’t handle as well as any projects that require on-site implementation.

When help is needed the L2 IT Support Engineer can turn to the Service Delivery Manager 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 on-site troubleshooting
- Provide the Client with on-site installation & removal of equipment
- On-Site Hardware Maintenance and Support
USE OF OUR TICKETING SYSTEM
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation in well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren’t “stale” throughout the process
PROJECT WORK
- From time to time the projects team will need additional resource to help deliver projects on-site.
COMMUNICATION, REPORTING & RISK
- Create and maintain documentation for on-site processes
- 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 Service Delivery Manager and Clients
TEAMWORK
- Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security Procedures and Keeping 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 Service Delivery Coordinator, Service Delivery Manager
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 diagnosis skills of technical issues related of end-user hardware & software and network devices
- Advanced experience and understanding of structured cabling (tidy cable management is a must)
- Advanced experience installing and maintaining networking and VoIP equipment
- Advanced experience and knowledge of working with the Microsoft 365 Platform
- Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
- Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
- 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
- Great Communications skills, founded in being a good listener
- A deep desire to deliver an amazing Client Experience
- The ability to speak both Geek and Human
- 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
- Get your Birthday Gift
- Generous incentives for reaching Team and Company Goals
- An easy-going environment and culture (we all enjoy what we do)
- A Proactive Approach to Ongoing Training to help you develop life-long skills

**Job Types**: Full-time, Permanent

**Salary**: $2,500.00 - $3,500.00 per month

Schedule:

- Monday to Friday
**Experience**:

- IT support: 1 year (preferred)