Level 2 IT Helpdesk Engineer

Our company:

American company with offices in the US, Canada, and Jordan. 5 Stars. KISS. The customer is King. We fuel on customer satisfaction, and we make IT and Cloud dead simple. ADVANTAGE IT CONSULTING is a fast-growing tech SaaS startup that provides firms in US and Canada with fast and secure Cloud Virtual Desktops to empower their remote workforces. We sell to Accounting firms, Law Firms, SMBs, and MSPs. We are a young, dynamic, hard-working, customer-focused team based in Utah, USA.

OVERVIEW

Office Location: Amman, Jordan

HOURS OF WORK: 40 hours per week

LEAVE ENTITLEMENT: 15 days per year

Hours : 4:00 pm to 12:00 am AMMAN time Sunday to Thursday

The number one goal of everyone in our team is to make our clients exceptionally happy. The Level 2 Helpdesk Engineer plays an important role in making sure that happens.

The Level 2 Helpdesk Engineer handles support requests for the Support Team. They are assigned support requests.

When help is needed the Level 2 Helpdesk Engineer can turn to the Senior Engineer or President for guidance and support.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

• Work on and resolve escalated Helpdesk Tickets

• Delight our Clients with a Friendly, Quick and Helpful Experience

• 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 in 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 RMM dashboard and apply remediation actions as indicated by our Processes

• Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

• From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the L2 Engineer may be required to help with project delivery

COMMUNICATION, REPORTING & RISK

• Escalate tickets that require Senior Engineer 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 Senior Engineer, President, and Clients

TEAMWORK

• 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 President.

SKILLS AND ATTRIBUTES

DESIRED

• Speak English and have very good English writing skills.

• A love of (and ability to) Solve Problems & Challenges

• Great Communications skills, founded in being a good listener

• Advanced understanding of support tools, techniques and how technology is used to provide services

• Advanced understanding of operating systems, business applications, printing systems and network systems

• Advanced diagnosis skills of technical issues related of 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

• The ability to speak both Geek and human

• Great Communications skills, founded in being a good listener

• A deep desire to deliver an amazing Client Experience

• 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.

• Mac OS and Mac MDM experience

PERKS

• Great location office (The Boulevard JO)

• Get your birthday off 🤓

• Incentives for reaching Team and Company Goals

• An easy-going environment and culture (we all enjoy what we do)

• A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH

For someone looking to progress in their role, the Level 2 Helpdesk Engineer naturally leads into roles such as the Level 3 Helpdesk or Senior Engineer

You have the opportunity to get a leadership position fast. You will work in a fast-paced startup environment with no bureaucracies and with a young, fun, and dynamic team. You will work from our Jordan office. You will work on innovative technologies.

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