Helpdesk Engineer for an IT Solutions Company

MRF: F719

Is This YOU? Then We Want to Meet You!

• The Helpdesk Engineer will provide proactive monitoring, troubleshooting, and system optimization for the clients
• Demonstrated knowledge and experience in Information Technology and administration.
• Must be articulate and speak coherent English (US).
• Is attentive and well-spoken- have a neutral accent
• Be able to work a flexible schedule
• Strong troubleshooting skills requiring skills in some or all the following technologies:
• Diagnose, research, and resolve Tier 1 technical hardware (printer, computer, peripherals) and common software issues.
• Assist users who may be locked out of computing devices, cloud services, or other applications.
• Direct unresolved issues to the next level of support personnel.
• Work with vendors to provide clients with updates on ISP outages or vendor support issues.
• Assist with the upkeep of client environment documentation.
  
  

If this sounds like you, then you’re just who we’re looking for to join our team!

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.
  
  

Tech Checklist – Gotta Have It!

• A reliable computer (at least with an i5 processor) and a stable high-speed internet connection, main and backup required.
• A quiet, cozy workspace to handle calls and chats like a pro.
  
  

Working conditions

• 12-hour shifts- working 4 days weekly with 3 days off
• Must be ok working US Pacific time and working on the weekends