Senior Helpdesk Support Tech- MSP Experience

Network Computer Pros Remote
senior helpdesk msp helpdesk delivery service delivery team senior delivery manager manager remote ticketing pros
July 26, 2022
Network Computer Pros
Fort Lauderdale, Florida
About Us

_Network Computer Pros is in the Information Technology business and has provided support to companies for the last 20 years. We love technology and care about our clients. Our commitment is that our employees are our most valuable assets and that retaining quality team members is a top priority._


The number one goal of everyone in our team is to make our Clients exceptionally happy. The Senior Helpdesk Support Tech plays an essential role in ensuring that happens.

The Senior Helpdesk Support Tech handles escalated support requests for the Service Delivery Team . They are assigned the support requests that the Junior Helpdesk Technician can t handle.

When help is needed, the Senior Helpdesk Support Tech can turn to the Service Delivery Manager for guidance and support.

Work on and resolve escalated Helpdesk Tickets
Delight our Clients with a Friendly, Quick, and Helpful Experience
Provide the Client with advanced remote troubleshooting
Remote Hardware Maintenance and Support

Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
Managing and recording all work through our Ticketing System
Make sure that Client Documentation is well maintained

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

The projects team will need additional resources to help deliver projects either on-site or remotely from time to time. When opportunities arise, the Senior Helpdesk Support Tech may be required to help with project delivery.

Escalate tickets that require Service Delivery Manager support
Communicate to the Client the status of their ticket every step of the way,
Submit Timesheets & Expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

Mentor the "Junior" Service Team, Members
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 Keep 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

You Must Possess Microsoft Certifications
A love of (and ability to) Solve Problems & Challenges
Excellent Communications skills, founded on being a good listener
7+ Years Advanced understanding of support tools, techniques, and how technology is used to provide services
7+ Years of Advanced knowledge of operating systems, business applications, printing systems, and network systems
7+ Years 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 including PowerShell commands.
Must be located in South Florida (this is not a remote position)
A deep desire to deliver an Amazing Client Experience
Drivers license
The ability to speak both Geek and Human

Experience using a Ticketing system/RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Professional I.T. 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)/I.T. Support Business.

Generous incentives for reaching Team and Company Goals
We have Health Insurance (Premium 100% covered! Nothing out of your check)
Company Sponsored 401K
Paid Holidays, Vacation and Sick time
We also love to socialize and be a part of the community, so we plan team bonding events and charity opportunities.
An easy-going environment and culture (we all enjoy what we do)
The flexibility to work from home (we run a Hybrid office)
A Proactive Approach to Ongoing Training to help you develop life-long skills
CAREER GROWTHFor someone looking to progress in their role, the Senior Helpdesk Support Tech
naturally leads into roles such as the Senior Helpdesk Engineer or Service Delivery Manager .

Job Type: Full-time

Pay: $48,385.00 - $60,850.00 per year

Health insurance
Paid time off
Monday to Friday
On call
Weekend availability
Supplemental Pay:
Bonus pay

COVID-19 considerations:
Network Computer Pros has a vaccination-required policy. You will be required to provide proof of vaccination if interviewed.

Application Question(s):
Do you live in South Florida?

High school or equivalent (Preferred)

Help desk: 7 years (Preferred)
Windows Admin: 7 years (Preferred)

Driver's License (Required)

Work Location: One location

To apply for this position you will complete an application form on another website provided by or on behalf of Network Computer Pros. Please note ComputerJobs - Florida Jobs is not responsible for the application process on any external website.

Report this job

Similar jobs near me

Related articles