Junior / Level 1 Helpdesk Technician

JOB TITLE: Junior / Level 1 Helpdesk TechnicianSALARY RANGE:$55,000 - $65,000 + Benefits HOURS OF WORK:40 hours per weekLEAVE ENTITLEMENT:20 days per year RESPONSIBLE TO:Service Delivery Manager

Overview

The primary goal of our team is to ensure our clients are exceptionally satisfied. 

The Junior Helpdesk Technician manages first-level support for our clients and plays a key role in continually strengthening our relationship with them.

As the first to touch a helpdesk ticket, they make sure that the incident is handled quickly, and the client is informed of what to expect every step of the way.

If assistance is needed, the technician has the support of the Service Delivery Team for guidance or to escalate complex issues.

RESPONSIBILITIES & TASKS

• Provide a first point of contact for customers through our helpdesk, via phone, email or ticket.
• Delight our clients with a friendly, timely, and helpful experience.
• Provide the client with basic remote troubleshooting.

• Work on and resolve helpdesk tickets and service requests.
• Managing and recording all work though our ticketing system.
• Make sure that client documentation is well maintained.
• Split tickets that have several issues into their own individual ticket or project.
• Ensure tickets are actively managed and updated throughout the resolution process.

• Review the RMM dashboard and implement remediation actions as per our established guidelines.
• Review regularly scheduled/automated actions according to our processes.

• From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery.

• Escalate tickets that require Senior Helpdesk 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.
• Submit timesheets and expense reports as indicated on their Standard Operating Procedures (SOPs).
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients.

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator/Dispatcher.
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
• Adhere strictly to all security protocols and remain alert to potential security threats.
• Identify opportunities for improvement and make constructive suggestions for change (we encourage this strongly!).
• 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

• A love of, and the ability to, solve problems and challenges.
• Great communication and listening skills and curiosity for our clients. 
• An understanding of support tools, techniques and how technology is used to provide services.
• A strong understanding of operating systems, business applications, printing systems and network systems.
• The ability to type quickly and accurately whilst communicating on the phone.
• A deep desire to deliver amazing client experiences.
• Knowledge of IT applications, software and hardware.
• Skilled in explaining technical issues in terms easily understood by clients
  (not just in “geek”!).

• Experience using a Ticketing system / RMM Tool and PSA software.
• 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 and ITSM.
• Experience working either on a Helpdesk, for a Managed Service Provider (MSP), 
  or IT Support Business. 

Perks

• Paid day off on your birthday (but we’ll still celebrate it when you return 🤓🎂). 
• Generous incentives for reaching team and company goals.
• An easy-going environment and culture. We are people first, servicing people!
• A proactive approach to ongoing training to help you develop life-long skills.

CAREER GROWTH

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