Senior IT Helpdesk Engineer (Tier 3) - Milnerton C

Our Client (IT Managed Services industry) has a permanent role available for a Senior IT Helpdesk Engineer (Tier 3).

Overview of this role within this company: The number one goal of everyone in our team is to make our clients exceptionally happy. The Senior Helpdesk Engineer plays an important role in making sure that happens.

The Senior Helpdesk Engineer handles escalated support requests for the Service Delivery Team. They are assigned the support requests that the Junior Helpdesk Technician can’t handle.

When help is needed the Senior Helpdesk Engineer can turn to the Service Delivery Manager or Technical Management Team for guidance and support.

 

RESPONSIBILITIES & TASKS

Customer service
Work on and resolve escalated Helpdesk Tickets
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with advanced remote troubleshooting
Remote Hardware Maintenance and Support
USE of our TICKETING SYSTEM
Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation in 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 RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes
Preferably having experience with Kaseya VSA or NinjaRMM
PROJECT WORK
From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Senior / L3 Engineer may be required to help with project delivery.
Communication, Reporting & Risk
Escalate tickets that require Service Delivery Manager 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
Help and maintain and build SOP Structure
Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
TEAMWORK
Mentor the “Junior” Service Team Members
Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
Follow and improve Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow and improve all our Security Procedures and Keeping 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 & Challenges
Great Communications skills, founded in being a good listener
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