Position Title: IT Support Engineer – Full time (Rotating schedule)
Reporting To: Service Manager

Responsibilities & Tasks:
• Customer service
• Work on and resolve helpdesk tickets
• Delight our clients with a friendly, quick, and helpful experience
• Provide our clients with remote support
• Provide hardware & software maintenance and support
• Assist in the creation of internal processes and task lists to support our clients
• Use of our ticketing, monitoring, & management systems
• Use ticketing system to work on and resolve helpdesk tickets & service requests
• Managing and recording all work though our Ticketing System
• Make sure clients’ documentation in well maintained
• Review RMM dashboard and apply remediation actions
• Review regularly scheduled/automated actions as required


Communication, Reporting, & Risk
• Escalate tickets that require senior engineer 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
• Identify, Communicate and Mitigate potential risks to support team and clients


Skills and Attributes

Required
• Ability to solve problems & challenges
• Great Communications skills when dealing with non-technical clients, 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 understanding of system and network security software and systems
• Advanced diagnosis skills of technical issues related of end-user hardware &
software and network devices
• Advanced experience and knowledge of working with the Microsoft 365 Platform
• Advanced experience and knowledge of working with Microsoft Windows Server
and Hyper-V environments
• Advanced experience and knowledge of working with cloud-based backups
systems and disaster recovery systems
• A deep desire to deliver an amazing client experience
• Advanced knowledge of IT Applications, Software & Hardware
• 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, CompTia
NetworK+ or SecuritY+, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk
• Experience working either on a Helpdesk or for a Managed Service Provider
(MSP) / IT Support Business.
• Experience with VoIP telephony