Manage the Helpdesk/Monitoring queue of jobs that have been logged
Prioritize tickets based off status and time in queue
Efficiently use TeamViewer, Datto RMM and RDP to provide remote assistance.
Efficiently communicate how to remotely setup access to TeamViewer gaining remote control.
|Communication with clients||
Explain technical information in a manner the end user can relate to.
Use visual content, storytelling where appropriate to explain technical information and processes.
Identify when a ticket requires technical escalation and use correct escalation process
Follow up issues once escalated and retain ownership of job
When possible, work with senior colleague to upskill on these issues
Use a systematic approach to troubleshoot and investigate cause of issues (ie OSI Model for network issues or TCP/IP)
Ownership of assigned clients
Check in with inactive clients after 60 days
Identify the end users requirements quote and sell hardware/software at a PC level
Quote/offer the appropriate security offerings. Sophos, Datto RMM etc
Work with the Onsite Engineer to roll out the device
Use internal systems correctly
Maintain client documentation to keep accurate centralised records
Keep consistent and coherent internal and billing notes for each job
Close jobs when completed and follow up with client
Operate autonomously whilst on call and respond to tickets within 2 hours
On site attendance if required
Complete the Southern Advance Plants checks on Sunday evening
|Continuing Professional Development||
Maintain technical knowledge of evolving industry technology
Other tasks as directed
Please apply via email@example.com