Helpdesk Engineer for an IT Solutions Company

Ltvplus; Brandon (FL); Remote; USD 40,000 - 65,000; Full time

Job summary

Join a forward-thinking company dedicated to delivering exceptional customer experiences worldwide. As a Helpdesk Engineer, you will be at the forefront of providing proactive monitoring and troubleshooting for clients, ensuring their systems run smoothly. With a remote-first approach, you will enjoy flexibility while working with a diverse team. Your role will involve addressing technical issues, maintaining client documentation, and ensuring high levels of customer satisfaction. This position offers an exciting opportunity to grow in a dynamic environment where your contributions make a significant impact.

Qualifications

• Experience in IT support and administration is essential.
• Strong troubleshooting skills for hardware and software issues.

Responsibilities

• Provide excellent client support via phone and email.
• Investigate security incidents and escalate as necessary.
• Document client environments and issue resolutions accurately.

Skills

Troubleshooting

Customer Support

Technical Hardware Diagnosis

Communication Skills

System Monitoring

Education

Bachelor's Degree in Information Technology

IT Certifications (e.g., CompTIA, Microsoft)

Tools

Case Management System

Backup Solutions

Disaster Recovery Tools

Job description

Help Customers from Anywhere in the World

Helpdesk Engineer for an IT Solutions Company

MRF: F719

Is This YOU? Then We Want to Meet You!

• The Helpdesk Engineer will provide proactive monitoring, troubleshooting, and system optimization for clients.
• Demonstrated knowledge and experience in Information Technology and administration.
• Must be articulate and speak coherent English (US).
• Be attentive, well-spoken, and have a neutral accent.
• Be able to work a flexible schedule.
• Strong troubleshooting skills requiring expertise in some or all of the following technologies:
• Diagnose, research, and resolve Tier 1 technical hardware (printer, computer, peripherals) and common software issues.
• Assist users who may be locked out of computing devices, cloud services, or other applications.
• Escalate unresolved issues to the next level of support personnel.
• Coordinate with vendors to provide clients with updates on ISP outages or vendor support issues.
• Assist with maintaining client environment documentation.

If this sounds like you, then you’re just who we’re looking for to join our team!

Who We Are:

At LTVplus, we’re dedicated to delivering WOW-worthy customer experiences for brands worldwide. We are a remote-first company with a team spread across the globe, embracing flexibility and diversity. We work with various clients, providing personalized support to enhance their customer experiences.

Your Mission Will Be To:

• Maintain high levels of customer satisfaction and billable/utilization hours.
• Provide excellent client support via telephone and email, including timely responses to customer calls, emails, and inquiries.
• Address system alerts generated by the company’s monitoring systems effectively.
• Investigate security incidents and potential threats, escalating to higher-level security personnel as necessary.
• Maintain advanced administrative competencies with all tools and products, including backup, disaster recovery, AV, spam, patching solutions, DNS, SSL certificates, DRaaS, FWaaS, onboarding, and offboarding.
• Document client environments, issue resolutions, client communications, time and expense tracking accurately and promptly, following departmental procedures and company policies. All support activities should be documented in the case management system.
• Maintain confidentiality of all customer, client, employee, and company information as required.

Tech Checklist – Gotta Have It!

• A reliable computer (preferably with an i5 processor) and a stable high-speed internet connection, with main and backup connections.
• A quiet, comfortable workspace suitable for handling calls and chats professionally.

Working Conditions

• 12-hour shifts, working 4 days weekly with 3 days off.
• Must be comfortable working US Pacific time and on weekends.