Senior IT Technician

This role requires a highly skilled and experienced IT professional to lead and manage a team providing exceptional technical support. The ideal candidate will have a strong understanding of IT infrastructure, troubleshooting skills, and a passion for delivering outstanding customer service. Key responsibilities include overseeing team performance, managing client expectations, and driving continuous improvement. The candidate must be a strong leader, with excellent communication and problem-solving skills. They will also be responsible for ensuring compliance with SLAs, security protocols, and company standards.

● A love of (and ability to) Solve Problems and Challenges

● Great Communication skills, founded in being a good listener

● Excellent command of the English language

● 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 to end-user hardware and software and network devices

● Advanced experience and knowledge of working with the Microsoft 365 /Azure 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 and Hardware

● The ability to speak both Geek and human

● Great Communication skills, founded in being a good listener

● A deep desire to deliver an amazing Client Experience

● The ability to keep up with and adapt to the fast-paced IT world

Duties/Tasks to perform:

● Provide a point of contact for non-technical issues and escalations for our clients

● Work on and resolve escalated Helpdesk Tickets

● Take Help Desk calls as the second in line for rollover calls

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

● Provide the Client with advanced remote troubleshooting

● Remote Hardware Maintenance and Support

● Use our Ticketing System to work on and resolve Helpdesk Tickets and Service Requests

● Managing and recording all work through our Ticketing System

● Make sure that Client Documentation is well maintained

● Split tickets that have several issues into their individual ticket

● Make sure that tickets aren’t “stale” throughout the process

● Schedule and Assign the Work-Load Across our Team so they are working efficiently

● Schedule remote and on-site appointments with clients, technicians, and contractors.

● Project planning and management.

● Make sure that we are meeting our Internal SLAs and any SLAs we have with Clients

● Make sure nothing slips through any cracks and if it does, stop it from happening again

● Extract KPIs and other Reports for the Team

● Develop and use the platform to introduce new processes when required

● Introduce/Expand automation of business processes where possible

● Reporting of KPIs and other relevant data

● Escalate tickets that require Service Delivery Manager 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 Delivery Manager and Clients

● Create and be Accountable to Regular Reporting to the Leadership Team

● Manage client expectations to ensure that the Team can deliver on what is promised

● Lead, Manage, and Mentor the Service Delivery Team.

● Identify each Team member’s strengths and weaknesses and make sure that they are in a position that will make both themselves and the Team thrive

● Ensure Standard Operating Procedures (SOPs) are continually being followed, created, and improved to continually deliver better levels of experience to our Clients

●  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 Service Delivery Coordinator, Service Delivery Manager or CTO

● Identify and Lead Initiatives to Improve on all KPIs and Performance Metrics

● Accountable to KPIs and Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, Agreement Gross Margins, and Team Happiness as well as intangible metrics that align with things such as our Company Core Values

Schedule: Full-time position, Monday to Friday, 8:00 AM to 5:00 PM CST

• Competitive pay in US Dollars.
• You'll get to work with some amazing, respected business professionals.
• We really value and encourage input from our team members.
• We offer different payment methods (Zelle, Face Bank, Binance)
• You'll get paid every two weeks
• We'll provide you with the necessary equipment to work: Laptop, headset, mouse, and mouse pad.
• Birthday and work anniversary celebrations.
• Alliances with many brands grant extra benefits to freelancers.
• Weekly recreation dynamics that foster a healthy work environment.