Senior Help Desk Technician - Hybrid Job at Bytagig, Boston, MA

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  • Bytagig
  • Boston, MA

Job Description

The IT Senior Helpdesk Engineer provides in person and remote support for various clients at a tier 2/3 level. They are assigned the support requests that the Junior Helpdesk Technician can't handle. 

This position will start out mostly remote and but will eventually require a candidate to be in the office 4 days a week. The ideal candidate will have prior experience working with an MSP.

RESPONSIBILITIES & TASKS

  • Provide the Client with advanced troubleshooting (mix of remote and on-site).
  • Provide Hardware Maintenance and Support.
  • Provide the Client with on-site installation & removal of equipment.
  • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
  • Make sure that Client Documentation is well maintained.
  • Regularly review tickets to ensure they are being addressed and resolved in a timely manner.
  • Review regularly scheduled/automated actions as indicated by our processes.
  • Assist on various IT projects and assist with project delivery.
  • 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.
  • Create and maintain documentation for on-site processes.
  • Escalate tickets as needed.
  • Follow all our security procedures and keeping a vigilant eye for security issues.
  • Identify opportunities for improvement and make constructive suggestions for change.
  • Assist with Help Desk coverage for mornings (8am-11am EST) .

Skills & Attributes

  • Advanced understanding of support tools, techniques and how technology is used to provide services.
  • Advanced understanding of operating systems, business applications, printing systems and network systems.
  • Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices.
  • Advanced experience and knowledge of working with the Microsoft 365 Platform.
  • Advanced experience and understanding of structured cabling (tidy cable management is a must).
  • Advance experience installing and maintaining networking and VoIP equipment.
  • Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc.).
  • Advanced experience working with vendors for expedited troubleshooting of hardware and software systems.
  • Must be able to type quickly and accurately while talking on the phone.
  • A deep desire to deliver an amazing Client Experience.
  • Advanced knowledge of IT Applications, Software & Hardware.
  • The ability to speak both Geek and human.
  • Great Communications skills, founded in being a good listener.
  • A deep desire to deliver an amazing Client Experience.
  • The ability to keep up with & adapt to the fast-paced IT world.
  • Experience with conferencing systems such as zoom rooms.
  • Cisco Meraki networking systems.

Nice to Have

  • Experience using a Ticketing system / RMM Tool and PSA software.
  • Experience providing support via remote tools.
  • Experience handling Technical Service Tickets.
  • 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 Managed Service Provider (MSP) / IT Support Business.
  • Background in BioTech / Life Science IT environments strongly preferred.
  • Bytagig offers a bonus incentive for bringing in new business opportunities.

Job Tags

Full time, Day shift,

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