Junior Helpdesk Technician

overview
The number one goal of everyone in our team is to make our clients exceptionally happy. The
Junior Helpdesk Technician plays a key role in making sure that happens.

The
Junior Helpdesk Technician oversees the first-level support requests from our clients.

They are the first to touch a helpdesk ticket and ensure the issue is managed quickly and the client is informed of what to expect every step of the way.

When help is required, the
Junior Helpdesk Technician can get help from or escalate issues to other members of the
Service Delivery Team, any of the
Helpdesk Technicians, Helpdesk Team Leader or the
Senior Technician.

RESPONSIBILITIES & TASKS

Customer service
Providing a first point of contact for customers onsite and via our helpdesk

Delight our clients with a friendly, quick and helpful experience

Provide the client with basic remote troubleshooting

Ensure that there are no unassigned tickets for any period longer than 30 minutes and that any ticket needing to be re-assigned to the correct technicians is handled timeously

USE of our TICKETING SYSTEM and documentation Platform
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

Create Standard Operating Procedure Docs and maintain existing service-based ones

Split tickets that have several issues into their ticket

Make sure that tickets aren't "stale" throughout the process

USE of our MONITORING & MANAGEMENT TOOL
Review regularly scheduled/automated actions as indicated by our Processes

Review all other monitoring and remediate using all dashboards and management portals used for all client products

PROJECT WORK
From time to time, the projects team will need additional resources to help deliver projects on-site or remotely. When opportunities arise, the Junior Helpdesk 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 overtime, training and status reports as indicated on their SOPs (Standard Operating Procedures)

Identify, Communicate and Mitigate potential risks to the
Service Delivery Coordinator and
Helpdesk Team Leader

TEAMWORK
Follow the schedule provided by the
Service Delivery Coordinator /
Helpdesk Team Leader
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
Helpdesk Team leader

skills and attributes

desired
Minimum two years experience within a support-focused role (preferably on-site), ideally dealing with a technical product or service.

Ability to problem solve within a technical environment.

Great Communications skills, founded in being a good listener

An understanding of support tools, techniques and how technology is used to provide services

Good Voice (VoIP) Knowledge - Yealink, Yeastar, 3CX and or Teams Voice

Must be able to type quickly and accurately while talking on the phone

A deep desire to deliver a fantastic Client Experience

Knowledge of IT and Voice Applications, Software & Hardware

The ability to speak both Geek
and human

IT literate - Advanced user level

Valid driver's license

Own transport

The ability to keep up with & adapt to the fast-paced IT world

If any skills are lacking, the understanding to increase proficiency levels at a fast pace

You will be expected to pass and gain specific skills and certifications related to your job descriptions

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

Experience and knowledge of voice and PBXs (specifically Yeastar and Cloud PBXs)

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 Voice Provider, Managed Service Provider (MSP) or IT Support Business.

Perks

• We have Health care access
• Generous incentives for reaching Team and Company Goals (WIP)
• An easygoing environment and culture (we all enjoy what we do)
• A Dell Laptop
• A Proactive Approach to Ongoing Training to help you develop lifelong skills

CAREER GROWTH
For someone looking to pro

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