Help Desk Engineer

TTx is focused on providing clients with best-in-class information technology, intentional customer-centric service rooted in our beliefs that "people matter", and support of our client's reputation through assistance, expertise, and long-term strategy. We strive to become the most trusted information technology solution provider in our market. We are seeking a motivated, well organized individual who enjoys working in a growing, professional environment. This is an opportunity to work for an established multi-generational company while enjoying the cultural aspects of a small, nimble business. Be a part of an innovative, developing team, and gain experience and knowledge in an industry with an ever-changing landscape of new technology.

TTx is adding to our MSP Support team with the addition of a Help Desk Engineer. Ideal candidates will have a passion for technology, excellent customer service skills, excel working in a team environment, and have a desire to grow their existing skill set within the product offerings of TTx. The primary responsibilities for this role are the following :

Provide the highest level of Support for TTx clients

Specific Responsibilities include but are not limited to :

• Provide TTx clients with Tier 1-2 technical assistance and support on client systems and related computing environments from within the TTx Support Center located in Strongsville, OH.  This will include, but not be limited to, computer hardware, Windows OS, and basic level software support ex. Microsoft Office suite.
• Triage all incoming issues and open tickets accordingly in ConnectWise.
• Intake and prioritize support calls, resolving issues or delegating issues to other team members with a high sense of urgency.
• Provide basic IT support for Microsoft's core business applications and operating systems.
• Provide basic IT system support (new user creation, password resets, etc...)
• Escalate tickets as necessary following proper procedures.
• Follow TTx Standard Operating Procedures, operations standards and best practices.
• Provide consistent communication with clients and timely updates on open tickets as needed in accordance with our SLA's and SOP's. (Ticket progress, impending changes, maintenance windows, etc...)
• Monitoring the status and progress toward resolution of all open incidents.
• Resolution confirmation and proper closure and documentation of incident tickets into ConnectWise.
• Perform cross platform collaboration with voice and system teams to isolate technical issues.
• Perform routine system startup and shutdown procedures, proactively notifying users of such planned events.
• Consult with network users about existing system problems; analyze business process, information flow, and security requirements.
• Analyze and recommend new technology, or adjustments to existing technology, to improve system and network configurations.  Also, determine hardware or software requirements related to such changes.
• Document and maintain records of hardware and software assets, routine maintenance schedule, system age, health, etc.
• Participate in on-call rotation to support MSP client base.
• Proactively learning new technologies by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Perform all other duties as assigned in support of overall company objectives.

RECOMMENDED EXPER IENCE / PREFERRED REQUIREMENTS

1-3 years previous experience in a n IT customer facing role.

Skills and Qualifications :