Level 3 Engineer
LeadingIT
Cyber SecurityVoIP
Level 1 Helpdesk Technician
LeadingIT
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
Cyber Security
About the role
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Record notes regarding the issue and troubleshooting taken
- Create and maintain documentation
- Follow-up and update customer status and information
- Identify and suggest possible improvements on procedures
- Work in a fast-paced environment with ZERO micromanaging; assess RESULTS
- Collaborate with team and gather feedback to adjust operations based on ideas
Requirements
- Driven to succeed at work and in all of life, hard work required
- ACCOUNTABLE to our clients as well as our company
- Keep a POSITIVE mindset with a solution focus.
- Desire for EXCELLENCE in what we do, all day every day.
- HUMBLY CONFIDENT you can make it happen, and if not, able to ask for help.
- Proven experience as a help desk technician or other customer support role
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Passionate (and patient) about problem solving and customer service.
- Diligent with note taking, following process, and documentation.
- Driven to learn more, stay positive, and grow; not only as a team member but in all of life.
- CompTia A+ and Net+ certifications are a plus!
- 2+ year of MSP experience REQUIRED
