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Form of workJob Description
The IT Senior Helpdesk Engineer provides in person and remote support for various clients at a tier 2/3 level. They are assigned the support requests that the Junior Helpdesk Technician can't handle.
This position will start out mostly remote and but will eventually require a candidate to be in the office 4 days a week. The ideal candidate will have prior experience working with an MSP.
RESPONSIBILITIES & TASKS- Provide the Client with advanced troubleshooting (mix of remote and on-site).
- Provide Hardware Maintenance and Support.
- Provide the Client with on-site installation & removal of equipment.
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
- Make sure that Client Documentation is well maintained.
- Regularly review tickets to ensure they are being addressed and resolved in a timely manner.
- Review regularly scheduled/automated actions as indicated by our processes.
- Assist on various IT projects and assist with project delivery.
- 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.
- Create and maintain documentation for on-site processes.
- Escalate tickets as needed.
- Follow all our security procedures and keeping a vigilant eye for security issues.
- Identify opportunities for improvement and make constructive suggestions for change.
- Assist with Help Desk coverage for mornings (8am-11am EST) .
- 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 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 understanding of structured cabling (tidy cable management is a must).
- Advance experience installing and maintaining networking and VoIP equipment.
- Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc.).
- Advanced experience working with vendors for expedited troubleshooting of hardware and software systems.
- Must be able to type quickly and accurately while talking on the phone.
- A deep desire to deliver an amazing Client Experience.
- Advanced knowledge of IT Applications, Software & Hardware.
- The ability to speak both Geek and human.
- Great Communications skills, founded in being a good listener.
- A deep desire to deliver an amazing Client Experience.
- The ability to keep up with & adapt to the fast-paced IT world.
- Experience with conferencing systems such as zoom rooms.
- Cisco Meraki networking systems.
- 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, 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.
- Background in BioTech / Life Science IT environments strongly preferred.
- Bytagig offers a bonus incentive for bringing in new business opportunities.
