Helpdesk Technician

Summary

Join RevelSec, a Dataprise company, as a Helpdesk Technician providing remote technical support in a 24/7 environment. You will troubleshoot diverse technical issues, collaborating with a dynamic team. Excellent customer service and a growth mindset are essential. Dataprise offers a positive work environment, prioritizing employee retention, satisfaction, and empowerment. We provide career growth opportunities, a comprehensive wellness program, and a focus on work/life balance with hybrid/remote options. Competitive pay and a comprehensive benefits package are included.

Requirements

• A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry
• Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues
• Well-rounded technical knowledge surrounding Cloud/Data Center infrastructure solutions and services including virtualization, Citrix solutions, Microsoft O365, Azure, and data protection as well as basic knowledge of cybersecurity solutions
• The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment
• A strong attention to detail so work is accurate and complete
• The availability to work flexible hours, which may include night shifts and/or weekends
• The desire to learn new technologies and solutions

Responsibilities

• Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat to ensure courteous, timely, and effective resolution of end-user issues
• Manage ticket categorization, priority, and assignment while ensuring target SLAs are being met
• Manage alert tickets via validation, documentation, and escalation to engineering teams when necessary
• Follow-up on open tickets, keeping clients informed of any updates to their tickets along the way
• Maintain and update documentation as required
• Participate in daily, weekly, and monthly client process and reporting tasks

Preferred Qualifications

Experience with ConnectWise and IT Glue is a plus

Benefits

• Career growth opportunities through internal movement and through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees
• Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities
• A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program
• A focus on work/life balance including hybrid and remote work options, 10 paid holidays and generous PTO
• Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match