Full-Time, Helpdesk Engineer - #1411614

MRF: F755

Is This YOU? Then We Want to Meet You!

Under the Team Lead's or Manager's direction, the Helpdesk Engineer will provide proactive monitoring, troubleshooting, and system optimization for one of our clients.

Requirements

• Demonstrated knowledge and experience in Information Technology and administration.
• Must be articulate and speak English (US).
• Is attentive and well-spoken- has a neutral accent
• Be able to work a flexible schedule
• Strong troubleshooting skills requiring skills in some or all of 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.
  
  

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.

Responsibilities

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 promptly returning customer calls, emails, and inquiries.
• 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.
  
  

Nice to have

Experience working a 12-hour shift

Working conditions

12-hour shifts- working 4 days weekly with 3 days off

Must be ok working US Pacific nighttime and working on the weekends

Tech Checklist – Gotta Have It!

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

Ready to use your skills to deliver top-tier service in a fast-paced and supportive environment?

Click Here - Your First 30-60-90 Days at LTVplus: What to Expect

Note: ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED