Level 3/SME/ Senior 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.

Nice to Haves:

  • Scripting/PowerShell experience
  • Mac OS use and support experience
  • GoogleWorkpace/etc.

DEVICE REQUIREMENTS

  • 1 Fully Functioning Desktop or Laptop – 1 for backup.
  • Intel Core i5 or higher – 16 GB Ram or more multitasking.
  • Backup for Power Outage – Generator/UPS or Alternative Location.
  • Headset with Noise Canceling feature.

NETWORK REQUIREMENTS

  • Internet Connection of 25mbps or more.
  • Backup internet service of 5mbps or more.

Benefits of Working with Us

Competitive Salary

Enjoy a salary that mirrors your skills and opens doors to limitless opportunities.

Permanent WFH

Forget about stressful commutes and traffic hassles.

Weekly Payout

Get paid weekly for your hard work.

HMO

Ensuring the well-being of our team with comprehensive health benefits.

Flexible Schedule

Better work-life balance and ability to manage personal and professional responsibilities.

Paid Vacation Leave

Rest and Relax, We’ve Got You!

Career Growth

Explore internal mobility and abundant opportunities for your professional journey.

Tech Allowance

Stay Connected, Work Without Worries!

Application Process

FAQs

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