Helpdesk Technician Level 3

**About GiaSpace**
GiaSpace launched in 2005 as a full-service IT & Security Provider, specifically designed to bring Enterprise Quality IT
Services to Small and Mid-Size Businesses. Our customers enjoy responsive service every day.

**COLOMBIA HELPDESK**
The number one goal of everyone in our team is to make our Clients exceptionally happy. The **Senior Helpdesk Engineer**
plays an important role in making sure that happens.

The **Senior Helpdesk Engineer** handles escalated support requests for the **Service Delivery Team**. They are assigned the support requests that the **Junior Helpdesk Technician **can’t handle.

When help is needed the **Senior Helpdesk Engineer** can turn to the **Service Delivery Manager** for guidance and support.

**RESPONSIBILITIES & TASKS**
**Customer service**
- Work on and resolve escalated Helpdesk Tickets
- WOW our Clients with a Friendly, Quick, and Helpful Experience
- Must speak perfect English as you will be assisting clients in the United States
- Provide the Client with advanced remote troubleshooting
- Remote Hardware Maintenance and Support
**USE of our TICKETING SYSTEM**
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording 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
- Make sure that tickets aren’t “stale” throughout the process
**USE of our MONITORING & MANAGEMENT TOOL**
- Review regularly scheduled/automated actions as indicated by our Processes
**PROJECT WORK**
- From time to time the projects team will need additional resources to help deliver projects either on-site or remotely.
When opportunities arise the **Senior / L3 Engineer** may be required to help with project delivery

**Communication, Reporting & Risk**
- Escalate tickets that require Service Delivery Manager 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
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, Communicate and Mitigate potential risks to the **Service Delivery Manager** and Clients
**Team Work**
- Mentor the “Junior” Service Team Members
- Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
- Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
- Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the **Service Delivery Coordinator**, **Service Delivery Manager,** or **CTO**
**SKILLS AND ATTRIBUTES**
**Desired**
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded on being a good listener
- Advanced understanding of support tools, techniques, and how technology is used to provide services
- Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices
- Advanced experience and knowledge of working with the Microsoft 365 Platform
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an Amazing Client Experience
- Advanced knowledge of IT Applications, Software & Hardware
- Great Communications skills, founded on being a good listener
- A deep desire to deliver an Amazing Client Experience
- The ability to speak both Geek **and** Human, on top of English and Spanish
- The ability to keep up with & adapt to the fast-paced IT world
**Nice to Have**
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
**PERKS**
- Work Anniversary and Birthday $$
- Generous incentives for reaching Team and Company Goals
- An easy-going environment and culture (we all enjoy what we do)
- Remote work to start ( **Must have reliable internet**)
- High powered Laptop after probation period
- A Proactive Approach to Ongoing Training to help you develop life-long skills
- Company-paid meals
- Holiday celebrations paid
**CAREER GROWTH**
For someone looking to progress in their role, the **Senior Helpdesk Engineer** naturally leads into roles such as the **Service**
**Delivery Manager** or **CTO**

**HOW TO APPLY**

Tipo de puesto: Tiempo completo