L1 IT Support Technician

The L1 IT Support seat handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way..

When help is needed the L1 IT Support can get help from or escalate issues to other members in Support Team.

RESPONSIBILITES & TASKS

Customer Service

• 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 OF OUR TICKETING SYSTEM

• 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

USE OF Monitoring & Management Tools

• Review monitoring alerts and other dashboards and apply remediations

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, this seat may be required to help with project delivery

COMMUNICATION, REPORTING, RISK

• Escalate tickets that require L2 IT 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 managers and Clients

TEAMWORK

• Follow the schedule or guidance provided by the Support Delivery Coordinator or the Support Function Owner
• 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

Numbers & Metrics

• Billable Hours
• Tickets Closed
• Others to be determined on individual basis
• Accountable to KPIs & Metrics but also in intangible metrics such as our Core Values

Skills and attributes

Desired

• A love of (and ability to) Solve Problems & Challenges
• The ability to speak both Geek and Human
• Great Communication skills by being good/active listener
• A deep desire to deliver an amazing Client Experience
• The ability to keep up with & adapt to the fast-paced IT world
• Must be able to type quickly and accurately while talking on the phone
• Active driver's license
• Basic understanding of support tools, techniques and how technology is used to provide services
• Knowledge of IT applications, software & hardware
• IT literate – advanced user level

Nice to Have

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support & troubleshooting via remote tools
• Experience and knowledge of the M365 platform
• IT Certifications such as A+, Net+, Sec+

Perks

• Paid Health Insurance (~80% of premiums covered)
• Supplemental Insurance plans offered
• Paid Vacation & Holidays
• Paid IT Certifications

Career Growth

For someone looking to progress their role, the L1 IT Support seat naturally leads into roles at Logivision such as: the L2 IT Support/Engineer seat. The seat is often a foot in the door in the IT world and as growth/experience is gained, can specialize further into other roles, such as Network Engineer, Project Engineer, Solutions Architect, Account Manager, Customer Support Coordinator, CTO, or Service Delivery Manager.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Ability to Commute:

• Winesburg, OH 44690 (Required)

Work Location: In person