Overview
The Hybrid Field Tech & Level 2 Help Desk Engineer handles escalated support requests for the Service Delivery Team that need to be handled on-site in addition to regularly scheduled onsite visits. They are assigned the support requests that the Level 1 Help Desk Engineers cannot resolve as well as any projects that require on-site implementation.
Responsibilities and Tasks
Customer Service
- Work on and resolve escalated help desk tickets
- Provide friendly, quick and helpful support
- Provide advanced onsite troubleshooting
- Provide onsite equipment installation, equipment moves and equipment removal as needed
Ticketing System
- Use our ticketing system to work and resolve service requests
- Manage and promptly record all work in our ticketing system
- Create and maintain client documentation as needed
Projects
- Assist engineers with project tasks that require onsite presence as assigned
Communication & Reporting
- Create and maintain documentation for onsite processes
- Escalate tickets that require additional support
- Communicate to clients the status of their tickets notifying of any changes or delays
- Submit work notes and expense reports on a timely basis
- Identify, mitigate, and report any identified risks discovered while providing onsite or remote support to the Service Manager
Teamwork
- Follow the schedule provided by the service manager
- Follow SOPs for reoccurring tasks (i.e. user onboarding, user offboarding, etc.)
- Follow security best practices and keep vigilant for any security issues
- Identify opportunities for improvement and make constructive suggestions for change
- Undertake other tasks to help the service delivery team as time permits
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
- Professional development assistance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person