IT Support Technician

• The handling of the tickets assigned to you by your team lead and Level 1 - Helpdesk agent
• Initial problem diagnosis of the case as well as next-steps
• Identify and discuss root cause of user technical issues
• Correctly follow the processes and procedures set out for your team
• Work together efficiently with onsite technicians to correctly diagnose and troubleshoot issues
• Respond to assigned tickets/tasks in accordance with Service Level Agreement guidelines
• Update technical support documentation when required

You will be expected to:

• Have the ability to troubleshoot network, software and operating system issues in a distributed software environment
• Have experience in customer facing Technical Support
• Drive cases to resolution, while maintaining excellent communication with the customer
• Ensure that regular, accurate case notes are added to tickets
• Utilize ticket management systems such as ConnectWise
• Escalate relevant cases through the correct escalation paths
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Follow all company policies and best practices such as accurate time tracking