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Form of workJob Description
ABOUT LAYER 9
Ready to join a team driven by results, derived from collaboration? We have redefined the term, “Work Hard, Play Hard”.
At Layer 9, we value team and individual success. We believe if we can set up our team members to be successful not only within our company, but in their personal lives, this will affect how well they show up for their team. We “Work Hard” for our amazing customer base by providing a World-Class Customer Experience and cutting-edge innovative solutions. Each team member is encouraged to take ownership of their role and give feedback on how we can improve products and services. We invest in personal growth through custom development paths, that includes technical skills, certifications, leadership training, and more. Leaning into “Play Hard”, we have a full schedule packed with company and family events both big and small. Keeping in mind that what we all cherish is time, we encourage time away from the office though competitive PTO benefits that elicit a healthy work/life balance.
POSITION SUMMARY
As a member of the Layer 9 Service Desk, you are the front line for troubleshooting client issues and alerts. Our clients contact our Service Desk due to a problem they are having, and as such their performance and job duties may be hindered. Because of this, our job is to diagnose, troubleshoot, and repair the issue as quickly and efficiently as possible. In addition to supporting our clients remotely, an Onsite Reactive Technician also handles ticket escalation that cannot be completed over the phone and onsite support is necessary. While onsite, you will carry on the Layer 9 brand and level of white-glove service we strive for with our clients.
RESPONSIBILITIES OF THE ROLE
ESSENCE
CLIENT FACING
- Provide great customer service over the phone and in person, while communicating clearly with the client on tasks completed.
- Maintain a mindset of ownership. Take time to check in with the customer and document any additional issues they may have.
- Review ticket queue and pull tickets based on impact/priority.
- Document ticket resolution accordingly and with proper detail.
- Verify with the customer that the ticket has been resolved to their satisfaction.
INTERNAL
- Maintain accurate ticket notes.
- Update statuses accurately before moving onto the next ticket.
- Follow all escalation processes for escalated or onsite tickets.
- Document any changes necessary in ITG.
- Ensure all timesheets, tickets and statuses have been updated and submitted by the end of day.
- Participate in After Hours Rotation. Approximately on-call every 13 weeks.
- Attend and complete any technical or professional training assigned by your manager or Leadership Team.
- Any other task requested for assistance by Leadership Team.
