Level 1 Technician

The Level 1 Technician handles the first-level support requests from our Clients, and makes sure that the issue is handled promptly and the Client is informed of what to expect every step of the way. When help is needed, the Level 1 Technician can collaborate with or elevate issues to other members of the Service Delivery Team.

Our vision is to redefine IT support by becoming the leading partner in the success of small and medium-sized businesses, impacting their growth and advancing their technological excellence.
We aim to shape better businesses and communities with reliable and stress-free IT support.

Department:
Managed Services

Reports to:
Service Delivery Manager

Direct Reports:
None

GENERAL SUMMARY

Our Core Focus:
To shape better businesses and communities by providing reliable and stress-free IT support.

Our Core Values:
Ownership, Collaborate, Adaptable, Proactive

The
Level 1 Technician
plays an important role in making sure that happens.

The
Level 1 Technician
handles the first-level support requests from our Clients, and makes sure that the issue is handled promptly and the Client is informed of what to expect every step of the way.

When help is needed, the
Level 1 Technician
can collaborate with or elevate issues to other members of the Service Delivery Team.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

• Providing a first point of contact for Clients through our helpdesk, be that via phone, email, or ticket
• Delight our Clients with a friendly, quick, and helpful experience
• Provide the Client with remote troubleshooting

TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Thorough ticket notes describing in detail troubleshooting process, resolution, reason for escalation (if applicable), conversations with Client, etc.
• Manage and record all work through our Ticketing System
• Make sure that Client documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Review Teammates’ open tickets and assist with troubleshooting or closure when able

MONITORING & MANAGEMENT

• Review RMM dashboard and apply remediation actions as indicated by our processes
• Review regularly scheduled / automated actions as indicated by our processes

PROJECT WORK

• Occasionally, the Projects Team will need additional resources to help deliver projects either on-site or remotely. When opportunities arise, the Level 1 Technician may be asked to help with project delivery

COMMUNICATION, REPORTING, & RISK

• If no resolution is apparent after exhausting available documentation (including previous tickets, technical team channel, Knowledge Base), elevate tickets to next level of support
• 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
• Identify, communicate, and mitigate potential risks to the Service Delivery Coordinator and Clients

TEAMWORK

• Follow the schedule provided by the Service Delivery Coordinator
• Work with internal team members to ensure workload is balanced and tickets are resolved expertly and efficiently
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow our security procedures and keep a vigilant eye for security issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute effectively to the process of innovative change
• Undertake other duties as required by the Service Delivery Coordinator, Service Desk Manager, or Leadership

MEASURABLES

· Meeting team-defined SLAs 95% of the time

· Meeting team-defined ticket closure rate 95% of the time

· Meeting team-defined QA Pass Rate

KNOWLEDGE,…