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:
Experience:
- Technology Support: 3 years (Required)
Willingness to travel:
Work Location: In person
Background check completion required prior to employment.