Helpdesk Engineer for an IT Services Company

MRF : 88947 Is This YOU? Then We Want to Meet You! We're looking for an IT Helpdesk to join our IT Services client. This role will be responsible for proactive system monitoring, resolving technical issues through effective troubleshooting, and ensuring smooth operations through ongoing system optimization

Who We Are

At LTVplus, we're all about delivering WOW-worthy customer experiences for brands worldwide. We're a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

Your Mission Will Be To

• Maintain high levels of customer satisfaction and billable / utilization hours.
• Provide excellent client support via telephone and e-mail, including the return of customer calls, emails, and inquiries with urgency.
• Effectively address system alerts generated by the Company's monitoring systems.
• Investigate security incidents and potential threats, escalating to higher-level security personnel as necessary.
• Maintain advanced administrative competencies of all tools and products, including but not limited to backup, disaster recovery, AV, spam, patching solutions, DNS, SSL-Certs, DRaaS, FWaaS, onboarding and offboarding.
• Initiate and maintain accurate and timely documentation of client environment, issue resolution, client communication, time and expense tracking, or other documents as required by departmental procedures and Company policy. This includes documentation of all support activity in the case management system.
• Maintain confidentiality of all customers, clients, employees, and / or Company information as required.

Responsibilities

Tech Checklist — Gotta Have It!

Working conditions

J-18808-Ljbffr