Job 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) .

Skills & Attributes

• 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.

Nice to Have

• 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.

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