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Summary:
- The position is critical in supporting clients and users in a senior capacity within the Helpdesk Team.
- The candidate will resolve complex IT issues using industry-leading tools and prevent future issues.
- This hands-on role responds to client requests and assists junior team members to ensure exceptional service.
- The focus is on delivering lasting solutions to foster client satisfaction and loyalty.
Responsibilities:
- Identify the ideal solution based on the issue and information provided by the clients.
- Perform remote troubleshooting using diagnostic methods and guide the client through the process.
- Serve as a point of escalation for issues raised by Level 1 and Level 2 support.
- Support and troubleshoot for multiple clients using a wide range of solutions.
- Provide guidance and direction to junior team members.
- Communicate with clients and vendors over the phone or via email.
- Log events, problems, and resolutions.
Requirements:
- Previous experience working in an MSP environment.
- Excellent communication skills – Ability to converse comfortably in English without sounding formal or technical.
- Exceptional attention to detail and follow-through abilities.
- Demonstrable experience working with Windows systems (client/server).
- Proficiency in O365 Administration, Windows System Administration, and advanced troubleshooting.
- Scripting skills, especially in PowerShell, for automating tasks.
- Experience with VOIP systems and technical understanding of network infrastructure.
- Familiarity with RMM and PSA platforms used in MSP environments (e.g., Datto, Halo).
- Experience with Office 365 and Azure.
- Ability to handle complex tasks while setting expectations and delivering solutions efficiently.
- Creative, proactive, and always looking for improvements.
- Willingness to go the extra mile to ensure client satisfaction.
- Ability to “figure things out” even when encountering new challenges.
Nice to Haves:
- Scripting/PowerShell experience.
- Mac OS use and support experience.
- Experience with Google Workspace or similar platforms.
Device Requirements:
- 1 Fully Functioning Desktop or Laptop – 1 for backup.
- Second Monitor.
- Intel Core i5 or higher – 16 GB Ram or more multitasking.
- Backup for Power Outage – Generator/Powerbanks or Alternative Location.
- Headset with Noise Canceling feature.
- Wired internet connection of 25mbps or more.
- Backup internet connection of 5mbps or more.
Benefits:
- Permanent Work from Home.
- Competitive Salary.
- HMO.
- Mental health programs.
- Maternity Assistance through HMO.
- Paid Vacation Leave.
- Technology Allowance.
- Internet Allowance.
- Weekly Payout.
- Career growth and advancement.
