Level 3/SME/ IT Engineers

Full Time

Permanent

Remote

SUMMARY

Our senior team members are critical to supporting our awesome clients and their users. They leverage industry leading tools and their experience to help resolve complex issues and help prevent futures ones

This position is an integral part of the Helpdesk Team, and the ideal candidate should be comfortable serving as a “hands-on” senior team member who responds to support requests from clients and junior team members.

The goal is to deliver exceptional service and long-lasting solutions to clients in order to foster loyalty and client satisfaction.

RESPONSIBILITIES

Identify the ideal solution based on the issue and the information provided by the clients.
Perform remote troubleshooting using diagnostic methods and guide the client through the troubleshooting process.
Serve as a point of escalation for issues raised by Level 1 and Level 2 support
Support and troubleshooting for multiple clients leveraging a broad range of solutions
Provide guidance and direction to more junior members of the team.
The role is technically challenging, and it will require you to communicate with clients and vendors over the phone or via email.
Log events, problems, and their resolutions.

WHAT WE'RE LOOKING FOR

Previous experience working in an MSP environment is a PLUS.
Excellent communication skills – Ability to have a comfortable conversation in English without thinking formal or technical – be a friend
Excellent attention to detail and follow-through abilities (never let it go till solved)
Demonstrable experience working with Windows systems (client/server). Ideally, enough experience with a wide range of end-user and other IT areas to solve problems that others may overlook.
We are heavy users of Office 365 and Azure, so you’ll need to have solid experience and know the fundamentals or demonstrate skills in something very similar.
Experience with MSP tools such as RMM, PSA, and similar is extremely important, as not everyone can quickly learn how to use these tools.
Essentially, you must demonstrate that you can handle even the most difficult tasks by properly setting expectations and determining the solution in a reasonable amount of time.
Out-of-the-box thinker, proactive/creative, and always improving things.
Willingness to go the extra mile to ensure client satisfaction.
Have the ability to “figure things out” even new things.