IT Helpdesk Tier 3 at Sourcefit

Job Description:

The IT Helpdesk Tier 3 serves as an escalation point of contact for customers seeking technical assistance via phone and email. Performs remote troubleshooting through diagnostic techniques and pertinent questions to offer the best solution to customer based on issue and details provided. This resource manages the ticket handling process for their clients and effectively uses team resources to drive ticket closure, performance metrics and ensure customer satisfaction. Provides technical leadership to the team and organization.

Job Details:

IT Helpdesk Tier 3

Eastwood Libis, QC (Work from home)

Monday to Friday - 9:00 PM to 6:00 AM

Responsibilities:

• Serve as an escalation point for the Service Desk
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based upon the issue and details provided by customers
• Walk the customer through the problem-solving process
• Escalate issues to Field Resources as necessary
• Remediate and resolve some network and server issues remotely
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the ticketing system
• Manage client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved
• Represent the company professionally to all interested parties, including customers, prospects, and outside vendor partners
• Adhere to and be committed to the Core Values
• Be process oriented, with great attention to detail
• Other duties as assigned.

Qualifications:

• At least 5 years’ experience in a similar role
• Advance to expert knowledge of Windows Servers, Networking, Office 365 & Azure
• Experience with SCCM and Intune
• Excellent written and verbal communication skills
• Knowledgeable of office automation products, databases and remote control
• Good understanding of computer systems mobile devices, and other technical products
• Strong decision making and problem-solving abilities
• Strong interpersonal and relationship building skills
• Strong passion for customer service
• Exceptional organizational skills and the ability to handle multiple tasks concurrently.
• Ability to learn quickly in a fast-paced environment
• RMM (Remote Monitoring and Management) tool experience
• Experience discovering and documenting a client environment (Servers, network equipment, storage equipment etc)
• Experience with software installation/removal/troubleshooting
• Familiarity with multiple hardware platforms (MacOS, Windows PC/Server, Networking equipment like Unifi, Sophos, Watchguard, Cisco etc)
• Familiarity with scripting (PowerShell, Windows Command Line etc)