Firelands IT Services · 13 hours ago
L1 Support Technician (Full Time)
Sandusky, OH
Full-time
Onsite
New Grad, Entry LevelFirelands IT Services is focused on delivering exceptional client satisfaction through their Service Operations team. The L1 Helpdesk Technician is responsible for managing first level support requests, ensuring quick resolution of issues, and maintaining client communication throughout the process.
Cloud ComputingElectronicsComputerIT Management
Responsibilities
Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with basic remote troubleshooting
Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work though 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
Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes
From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the L1 Technician may be required to help with project delivery
Escalate tickets that require Senior Helpdesk 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 Service Manager and Clients
Follow the schedule provided by the Service Manager
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Procedures and Keeping 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 Manager or CTO
Qualification
Required
Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with basic remote troubleshooting
Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work though 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
Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes
From time to time the projects team will need additional resource to help deliver projects either on site or remotely
Escalate tickets that require Senior Helpdesk 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 Service Manager and Clients
Follow the schedule provided by the Service Manager
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Procedures and Keeping 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 Manager or CTO
Preferred
A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
An understanding of support tools, techniques and how technology is used to provide services
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
Strong understanding of Windows Operating System
Familiar with Business Applications, Printers and Basic Networking
The ability to be patient with people when they are struggling
IT literate – Advanced user level
A desire to learn and explore new technologies
Drivers license
The ability to keep up with & adapt to the fast-paced IT world
Company
Firelands IT Services
Firelands Networking & Computer Services was started in February 2007 by a group of friends that was privately contracting and servicing the only a select client base.
Founded in 2007
2-10 employees
Funding
Current Stage
Early StageLeadership Team
J
Jeff Grenier
CEO and Field Engineering Manager
Company data provided by crunchbase