OVAATECH LLC | Full time

Junior / Level 1 Helpdesk Technician

Plano, United States | Posted on 01/31/2023

Job Information

  • Date Opened 01/31/2023
  • Job Type Full time
  • Industry IT Services
  • Work Experience 1-3 years
  • City Plano
  • State/Province Texas
  • Country United States
  • Zip/Postal Code 75093

About Us

<div>SEC24-7 is a leading technology service and solutions provider that specializes in providing cutting-edge solutions to manage the most complex digital transformation requirements of customers. Utilizing our broad range of expertise and partnerships, we offer managed services, professional services, expert engineering support, and cloud architecture, design, and operations. We assist customers in realizing their most audacious goals and creating sustainable, long-term enterprises.<br /></div><div><br /></div><div><br /></div><div>From our beginnings operating with a “startup mentality” to where we are today, providing solutions across the globe, we have always been on the journey for innovation. We work hard to earn your trust. We speak your language and understand your needs. And we push boundaries to be the best.⁣⁣ We want you to know that there is no better partner for you on this journey than us. Period!<br /></div>

Job Description

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Junior Helpdesk Technician plays an important role in making sure that happens.

The Junior Helpdesk Technician handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the Junior Helpdesk Technician can get help from or escalate issues to other members in Service Delivery Team.

Requirements

CUSTOMER SERVICE
  • Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • Provide the Client with basic remote troubleshooting


USE OF OUR TICKETING SYSTEM
  • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
  • Managing and recording all work through our Ticketing System
  • Make sure that Client Documentation is 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


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 Junior / L1 Technician may be required to help with project delivery.


COMMUNICATION, REPORTING & RISK
  • 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 & Expense reports as indicated on their SOPs
  • Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAMWORK
  • Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.
  • Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
  • Follow all our Security Procedures and Keep 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
  • An understanding of support tools, techniques and how technology is used to provide services
  • Strong understanding of operating systems, business applications, printing systems and network systems
  • Must be able to type quickly and accurately while talking on the phone
  • A deep desire to deliver an amazing Client Experience
  • Knowledge of IT Applications, Software & Hardware
  • The ability to speak both Geek and human
  • Great Communications skills, founded in being a good listener
  • IT literate – Advanced user level
  • A deep desire to deliver an amazing Client Experience
  • Drivers license
  • The ability to keep up with & adapt to the fast-paced IT world


NICE TO HAVE
  • 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, 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.


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.

Benefits

  • Get your birthday off