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Layer27 is thrilled to announce an exciting opportunity for a Level 1 Helpdesk Technician to join our dynamic team in Durham, NC! As a Level 1 Helpdesk Technician at Layer27, you will play a vital role in supporting our growing base of managed service customers. We are passionate about delivering top-notch support and driving the success of our clients.

In this role, you will have the chance to collaborate closely with our dedicated staff and visionary leadership, as well as interact with our valued customers' user base. Your primary focus will be resolving technical issues and executing strategic projects that contribute to our clients' ongoing growth and development.

At Layer27, we foster a culture of excellence, continuous learning, and professional growth. As a Level 1 Helpdesk Technician, you will have ample opportunities to expand your technical skills, engage in effective communication, and contribute to the overall success of our team and clients.

If you are an enthusiastic problem solver, a strong communicator, and thrive in a fast-paced, customer-centric environment, we want to hear from you! Join us at Layer27 in Durham, NC, and be part of an innovative and supportive team that is dedicated to delivering exceptional support and promoting technical advancement. Apply now and embark on an exciting career journey with Layer27!

Requirements

Use of our Ticketing System

• Utilizing our advanced Ticketing System to efficiently work on and resolve Helpdesk Tickets & Service Requests, ensuring timely and effective resolution.
• Managing and accurately documenting all your work and interactions with clients within our Ticketing System, maintaining clear and organized records.
• Taking ownership of client documentation, ensuring it is well-maintained and up-to-date, providing valuable reference materials for both the team and clients.
• Identifying tickets that encompass multiple issues and proactively splitting them into individual tickets, allowing for more focused attention and efficient problem-solving.
• Monitoring ticket statuses to prevent any delays or backlog, ensuring tickets are actively progressing throughout the resolution process and are not left unresolved or stagnant.

Customer Service

• Serving as the primary point of contact for our valued customers, offering prompt and friendly assistance via various channels such as phone, email, or ticketing system.
• Exceeding client expectations by consistently delivering a delightful, quick, and helpful support experience.
• Providing basic remote troubleshooting to effectively address and resolve client issues.
• Utilizing our advanced Ticketing System to efficiently work on and resolve Helpdesk Tickets & Service Requests, ensuring timely and effective resolution.
• Managing and accurately documenting all your work and interactions with clients within our Ticketing System, maintaining clear and organized records.
• Taking ownership of client documentation, ensuring it is well-maintained and up-to-date, providing valuable reference materials for both the team and clients.
• Identifying tickets that encompass multiple issues and proactively splitting them into individual tickets, allowing for more focused attention and efficient problem-solving.
• Monitoring ticket statuses to prevent any delays or backlog, ensuring tickets are actively progressing throughout the resolution process and are not left unresolved or stagnant.
• Regularly reviewing the RMM dashboard, effectively analyzing system alerts and indicators, and taking appropriate remediation actions as outlined by our established processes. Your keen attention to detail and quick response will help mitigate potential issues and ensure smooth operations for our clients.
• Actively monitoring and reviewing regularly scheduled and automated actions within our systems, following our prescribed processes. This will involve verifying the completion of these actions, validating their effectiveness, and addressing any discrepancies or errors promptly.
• 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.

Use of our Ticketing System

• Utilizing our advanced Ticketing System to efficiently work on and resolve Helpdesk Tickets & Service Requests, ensuring timely and effective resolution.
• Managing and accurately documenting all your work and interactions with clients within our Ticketing System, maintaining clear and organized records.
• Taking ownership of client documentation, ensuring it is well-maintained and up-to-date, providing valuable reference materials for both the team and clients.
• Identifying tickets that encompass multiple issues and proactively splitting them into individual tickets, allowing for more focused attention and efficient problem-solving.
• Monitoring ticket statuses to prevent any delays or backlog, ensuring tickets are actively progressing throughout the resolution process and are not left unresolved or stagnant.

Use of our Monitoring and Management Tool

• Regularly reviewing the RMM dashboard, effectively analyzing system alerts and indicators, and taking appropriate remediation actions as outlined by our established processes. Your keen attention to detail and quick response will help mitigate potential issues and ensure smooth operations for our clients.
• Actively monitoring and reviewing regularly scheduled and automated actions within our systems, following our prescribed processes. This will involve verifying the completion of these actions, validating their effectiveness, and addressing any discrepancies or errors promptly.

Use of our Monitoring and Management Tool

• Regularly reviewing the RMM dashboard, effectively analyzing system alerts and indicators, and taking appropriate remediation actions as outlined by our established processes. Your keen attention to detail and quick response will help mitigate potential issues and ensure smooth operations for our clients.
• Actively monitoring and reviewing regularly scheduled and automated actions within our systems, following our prescribed processes. This will involve verifying the completion of these actions, validating their effectiveness, and addressing any discrepancies or errors promptly.

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 and Risk

• Escalating tickets: You will identify and escalate tickets that require the expertise and support of our Senior Helpdesk Engineers. By promptly involving the appropriate resources, you will ensure timely resolution of complex issues and provide our clients with the best possible support.
• Client communication: You will maintain open and transparent communication with our clients throughout the support process. By regularly updating them on the status of their tickets and promptly notifying them of any changes or outages related to their issues, you will keep them informed and reassured about the progress being made.
• Reporting: Following our standard operating procedures, you will diligently submit accurate timesheets and expense reports. By adhering to these reporting practices, you will contribute to effective resource management and facilitate transparent documentation of your work activities.
• Risk identification and mitigation: Your role extends to identifying, communicating, and mitigating potential risks that may impact our service delivery and our clients' operations. By proactively assessing and monitoring potential challenges, you will help to ensure a proactive approach to risk management, minimizing disruptions and maximizing client satisfaction.

Team Work