OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Junior Helpdesk Technician plays an important role in making sure that happens.

The Junior Helpdesk Technician 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 Junior Helpdesk Technician can get help from or escalate issues to other members in Service Delivery Team.

RESPONSIBILITIES & 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 is 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 OUR MONITORING & MANAGEMENT TOOL

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

• From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery

COMMUNICATION, REPORTING & RISK

• Escalate tickets that require Senior Helpdesk Engineer 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

TEAM WORK

• 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 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 by the Service Delivery Coordinator, Service Delivery Manager or CTO

SKILLS AND ATTRIBUTES

DESIRED

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• An understanding of support tools, techniques and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems and network systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• IT literate – Advanced user level
• A deep desire to deliver an amazing Client Experience
• The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience and knowledge of working with the Microsoft 365 Platform
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

PERKS

• Get your birthday off
• Generous incentives for reaching Team and Company Goals
• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to work from home (we run a Hybrid office)
• Work from Home office setup (Company Laptop, monitors, keyboard/mouse etc..)
• A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH

For someone looking to progress their role, the Junior Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Delivery Manager.

LOCATION

OPEN TO REMOTE US (PREFER CINCINNATI, OH METRO / LOUISVILLE, KY METRO / LEXINGTON, KY)

HOW TO APPLY?

To apply for the Junior Helpdesk Technician role at EMT Computer Consulting, simply attach your updated resume and a well-crafted cover letter that showcases your qualifications and enthusiasm. In the email body, express your interest concisely and provide accurate contact information. After proofreading, send your application to careers@emtcc.net. We eagerly anticipate the opportunity to learn more about you and your potential fit within our team.

Contract Field Engineer

OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Field Engineer plays an important role in making sure that happens.

The Field Engineer handles escalated support requests for the Service Delivery Team that need to be handled on-site. They are assigned the support requests that the Junior Helpdesk Technician can’t handle as well as any projects that require on-site implementation.

When help is needed the Field Engineer can turn to the Service Delivery Manager for guidance and support.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced on-site troubleshooting
• Provide the Client with on-site installation & removal of equipment
• On-Site Hardware Maintenance and Support

PROJECT WORK

• From time to time the projects team will need additional resource to help deliver projects on-site.

COMMUNICATION, REPORTING & RISK

• Create and maintain documentation for on-site processes
• Escalate tickets that require VP of Client Support Services 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 VP of Client Support Services and Clients

TEAM WORK

• Follow the schedule provided by the VP of Client Support Services or Service Coordinator / Dispatcher
• 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 by the Service Delivery Coordinator, VP of Client Support Services or President

SKILLS AND ATTRIBUTES

DESIRED

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• 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 of end-user hardware & software and network devices
• Advanced experience and understanding of structured cabling (tidy cable management is a must)
• Advanced experience installing and maintaining networking and VoIP equipment
• Advanced experience and knowledge of working with the Microsoft 365 Platform
• Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
• Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
• 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 & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• A deep desire to deliver an amazing Client Experience
• Drivers license
• Reliable Transportation
• The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

PERKS

• Get your birthday off
• An easy-going environment and culture (we all enjoy what we do)
• A Proactive Approach to Ongoing Training to help you develop life-long skills
• Flexible Schedule

CAREER GROWTH

For someone looking to progress their role, the Contract Field Engineer naturally leads into roles such as: the Field Engineer, Service Delivery Manager or CTO.

LOCATION

CINCINNATI, OH METRO / LOUISVILLE, KY METRO / LEXINGTON, KY / Brunswick (Golden Isles), GA

HOW TO APPLY?

To apply for the Contract Field Engineer role at EMT Computer Consulting, simply attach your updated resume and a well-crafted cover letter that showcases your qualifications and enthusiasm. In the email body, express your interest concisely and provide accurate contact information. After proofreading, send your application to careers@emtcc.net. We eagerly anticipate the opportunity to learn more about you and your potential fit within our team.