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 ro le are the following :

Provide t he highest level of Support for TTx clients

Specific Responsibilities include but are not limited to :

• Provide  TTx  clients with Tie r 1-2 technical assistance and support on client   systems and related computing environments from within t he TTx Support Center located in Strongsville, OH.  This will include, but not be limited to, computer hardware, Windows O S, 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 basi c IT system support ( new user creation, password resets, etc...)
• Escalate tickets as necessary following proper procedures .
• Follow TTx Standard Operating Procedures, o perations standards and best practices .
• Provide consistent c ommunicat ion 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 :