EXPERIENCE:

Technology Support: 2-3 years as direct support, T1/helpdesk/field technician supporting users and networks (Required)
While we may hire for entry level positions, this specific position requires prior experience in IT support.

WORK LOCATION:

On-site, from Tiffin, Ohio offices. M-F 8-5

LEAVE ENTITLEMENT:

10 days per year

RESPONSIBLE TO:

Service Delivery Manager

OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Jr. Network Engineer T2plays an important role in making sure that happens.

The Jr. Network Engineer T2 handles the escalations from Level 1 Helpdesk technicians in addition to first-level support requests that come in from our Clients. They are the first escalation point for a helpdesk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way. In some cases, they may handle first contact with clients.

When help is needed the Jr. Network Engineer T2 can get help from or escalate issues to other members in the Service Delivery Team.

RESPONSIBILITIES & TASKS

Customer service

Providing the first escalation point for other Helpdesk Technicians and in some cases first point of contact for customers through our helpdesk, be that via phone, email, or ticket
Delight our Clients with a Friendly, Quick, and Helpful Experience
Provide the Client with basic remote troubleshooting

USE of our TICKETING SYSTEM

Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work through our Ticketing System
Make sure that Client Documentation is well-maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process

USE of our MONITORING & MANAGEMENT TOOL

Review the RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

From time to time the projects team will need additional resources to help deliver projects either on-site or remotely. When opportunities arise a Helpdesk Technician may be required to help with project delivery

Communication, Reporting & risk

Escalate tickets that require 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 on a regular basis
Submit Timesheets and expense reports as indicated on their SOPs
Identify, Communicate, and Mitigate potential risks to the Service Delivery Coordinator & 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 Keep 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, or CTO

Skills and Attributes Desired

A love of (and ability to) Solve Problems and challenges
Great Communication skills, founded in being a good listener
An understanding of support tools, techniques, and how technology is used to provide services
Strong understanding of operating systems, business applications, printing systems, and network systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
Great Communication skills, founded in being a good listener
IT literate – Advanced user level
A deep desire to deliver an amazing Client Experience
Drivers license
The ability to keep up with & and adapt to the fast-paced IT world

Nice To Have

Experience using a Ticketing system / RMM Tool and PSA software (ConnectWise Manage, Kaseya VSA, etc.)
Experience providing support via remote tools
Experience handling Technical Service Tickets
Experience and knowledge of working with the Microsoft 365 Platform
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 off!

We have Health / Dental and Vision available!

An easy-going environment and culture (we all enjoy what we do)

A Stand-Up Desk and High-Powered Laptop

A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH

For someone looking to progress their role, the Jr. Network Engineer T2 naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO, or Service Delivery Coordinator or Manager.

Job Type: Full-time

Salary: $40,000.00 - $52,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Parental leave
Professional development assistance
Relocation assistance
Vision insurance

Schedule:

8-hour shift
Day shift
Monday to Friday
On call
Weekends as needed

Education:

Associate (Preferred)

Experience:

Technology Support: 3 years (Required)

Willingness to travel:

50% (Preferred)

Work Location: In person

Background check completion required prior to employment.

Buckeye IT Services, LLC.

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