Explore Exciting Opportunities at Vault Outsourcing: Your Gateway to Offshoring Excellence:

Are you seeking a great career opportunity with exceptional benefits? Look no further! Vault Outsourcing is not just a company; it's a dynamic force offering a new and exciting career path.

We believe our people are our greatest asset and foster a family atmosphere that encourages excellence. Join us in redefining offshoring excellence, where your career is valued, and exciting opportunities await. Discover what we can offer - your gateway to a fulfilling career!

ENJOY THESE EXCITING BENEFITS WHEN YOU JOIN OUR AMAZING TEAM!

• Your equipment is on us! Laptop provided

• HMO (MAXICARE) benefits for you and your dependents

• Group Life Insurance

• Mental Health Program - GET FREE CONSULTATION!

• Eligibility to our Employee Referral Program FROM DAY 1. Get above-average Referral Bonus for every successful hire

• Leave credits available in your first month! Up to 20 leave credits per year.

• Unused Credits Convertible to Cash*

• Annual performance review

• Company events

• Rewards and Recognition

• Monthly engagement activities

The Helpdesk Engineer is responsible for providing Level 1.5 support to clients remotely. This includes acting as the first point of contact for IT issues, triaging and resolving a percentage of the issues and requests raised, and ensuring timely responses within 15 minutes. The role requires strong technical skills, excellent communication, and the ability to work efficiently in a remote environment. 

Key Responsibilities:

Client Support & Issue Resolution

• Respond to client IT issues and requests within 15 minutes.

• Provide Level 1 support and triage issues to appropriate teams if necessary.

• Resolve a defined percentage of issues and requests raised.

• Maintain accurate records of all client interactions and resolutions in the ticketing system.

Technical Troubleshooting

• Respond to client IT issues and requests within 15 minutes.

• Provide Level 1 support and triage issues to appropriate teams if necessary.

• Resolve a defined percentage of issues and requests raised.

• Maintain accurate records of all client interactions and resolutions in the ticketing system.

Communication & Client Interaction

• Communicate effectively with clients to understand their IT issues and provide timely solutions.

• Keep clients informed of the status of their requests and any changes.

• Provide excellent customer service and maintain a positive client relationship.

Documentation & Reporting

• Document all support activities and resolutions in the ticketing system.

• Contribute to the creation and maintenance of knowledge base articles.

Continuous Improvement

• Participate in training and development activities to enhance technical skills.

• Provide feedback to improve support processes and client satisfaction.

• Stay updated on the latest IT trends and technologies.

CORE COMPETENCIES

• Strong technical troubleshooting skills across the Microsoft on-prem and cloud stack.

• Excellent communication and customer service skills, familiarity with ITSM (Jira, etc).

• Ability to work efficiently in a remote environment.

• Strong organizational and documentation skills.

• Ability to work under pressure and meet response time KPIs.

Qualifications

• Bachelors degree in Information Technology, Computer Science, or a related field.

• Focused on IT infrastructure, Networking and Cloud services.

• 3 years' experience in IT, professional services, or technology industry preferred.

• Active certification is required in one or more Microsoft Certifications, in Infrastructure, Modern Workforce, or Security.

• Strong technical troubleshooting skills across the Microsoft on-prem and cloud stack.

• Excellent communication and customer service skills, familiarity with ITSM (Jira, etc).

• Nice to have ERP.

• Other relevant certifications (e.g., CompTIA A+) are a plus.

Please refer to job description.