Level 3 Helpdesk Engineer “Remote & On-Site”

at Grapevine MSP Technology Services
Location Bancroft
Date Posted January 14, 2022
Category Call Centre / CustomerService
Job Type Not Specified


The number one goal of everyone in our team is to make our clients exceptionally happy.

Senior Helpdesk Engineers play an essential role in making sure that happens.

The Senior Helpdesk Engineer handles escalated support requests for the Service Team. They are assigned support requests the Helpdesk Team cant handle.

When help is needed, the Senior Helpdesk Engineer can turn to the Chief Information Officer for guidance and support.

The Senior Helpdesk Engineer will often play a key role in projects.

This job opportunity is a remote position that may require occasional on-site assistance.

You will help install, upgrade, troubleshoot hardware and software systems. If youre computer-savvy and enjoy supporting end users, wed like to interview you.

To succeed in this role, you should have a problem-solving attitude and the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques.

Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.


* 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 to end-user hardware & software and network devices
* Advanced experience and knowledge of working with the Microsoft 365 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 & 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

* The ability to keep up with & adapt to the fast-paced IT world
* 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.


* Get your birthday off
* There is vacation time.
* Generous incentives for reaching Team and Company Goals
* There is Health, Dental, and Vision Insurance!
* We have a 401K Plan
* Equipment and Tools Provided

* A Proactive Approach to Ongoing Training to help you develop life-long skills

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