Position Summary

The number one goal of everyone in our team is to make our Clients exceptionally happy. The IT Service Desk & Field Technician plays an important role in making sure that happens. The IT Service Desk & Field Technician handles escalated support requests for the IT Team that need to be handled on-site. They are assigned the support requests that the Helpdesk Technician can't handle as well as any projects that require on-site implementation. When help is needed the IT Service Desk & Field Technician can turn to the IT Service Manager for guidance and support.

Essential Duties and Responsibilities

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 resources 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
• dentify, Communicate and Mitigate potential risks to the IT Service Manager and Clients

Team Work

• 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 IT Service Manager or CTO

Knowledge, Skills and Abilities

• 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 understanding of operating systems, business applications, printing systems and network systems
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• 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
• 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, A+, Network+, Security+ 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.

Education & Experience

• 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
• Drivers license