Senior / Level 3 Helpdesk Engineer

ZipRecruiter; New York (NY); Hybrid; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Helpdesk Engineer to enhance client satisfaction through exceptional support. This pivotal role involves managing escalated support requests, mentoring junior team members, and utilizing advanced troubleshooting skills. You will work closely with the Service Delivery Team, ensuring that all client interactions are handled with professionalism and efficiency. The company offers flexible remote work options and various perks to support your career growth. If you thrive in a fast-paced environment and are passionate about delivering stellar service, this is the perfect opportunity for you.

Benefits

Birthday off

Incentives for team goals

Health, dental, and vision plans

Flexible remote work options

Stand-up desk and high-powered laptop

Ongoing training opportunities

Qualifications

• Strong problem-solving skills and excellent communication are essential.
• Experience with ticketing systems and remote support is preferred.

Responsibilities

• Resolve escalated Helpdesk tickets and provide advanced support.
• Maintain accurate client documentation and manage ticketing system.

Skills

Problem-solving skills

Excellent communication

Advanced technical support knowledge

Proficiency with Microsoft 365

Fast and accurate typing

Client-focused attitude

Adaptability to fast-paced environment

Tools

Ticketing System

RMM tools

PSA tools

Job description

Job Description Overview

The primary goal of our team is to ensure exceptional client satisfaction. The Senior Helpdesk Engineer plays a crucial role in achieving this objective.

The Senior Helpdesk Engineer handles escalated support requests for the Service Delivery Team. They are responsible for support requests that the Junior Helpdesk Technician cannot resolve.

When assistance is needed, the Senior Helpdesk Engineer can seek guidance and support from the Service Delivery Manager.

Responsibilities & Tasks

1. Customer Service
   • Work on and resolve escalated Helpdesk Tickets
   • Delight clients with friendly, quick, and helpful service
   • Provide advanced remote troubleshooting and hardware support
2. Use of Ticketing System
   • Manage and record all work in our Ticketing System
   • Maintain accurate client documentation
   • Split tickets with multiple issues into individual tickets
   • Ensure tickets are actively managed and not stale
3. Use of Monitoring & Management Tools
   • Review RMM dashboard and apply remediation as per processes
   • Monitor scheduled/automated actions regularly
4. Project Work
   • Assist in project delivery both on-site and remotely when required
5. Communication, Reporting & Risk Management
   • Escalate tickets needing managerial support
   • Maintain communication with clients regarding ticket status
   • Submit timesheets and expense reports
   • Identify and communicate potential risks
6. Teamwork
   • Mentor junior team members
   • Follow schedules and SOPs
   • Adhere to security procedures
   • Suggest improvements and contribute to innovative changes
   • Perform other duties as assigned

Skills and Attributes

Required: Problem-solving skills, excellent communication, advanced technical support knowledge, proficiency with Microsoft 365, fast and accurate typing, client-focused attitude, and adaptability to a fast-paced environment.

Preferred: Experience with ticketing/RMM/PSA tools, remote support, technical certifications (e.g., MCP, MCSA, MCSE, ITIL), and prior MSP or helpdesk experience.

Perks & Benefits

• Birthday off
• Incentives for team and company goals
• Health, dental, and vision plans
• Flexible remote work options
• Stand-up desk and high-powered laptop
• Ongoing training opportunities

Career Growth

This role offers a pathway to positions such as Service Delivery Manager or CTO.