Level 2 IT Support Technician

Dr. Logic•London, CA

53d•$46,000 - $46,000•Onsite

About The Position

As an Operations Engineer at Dr Logic, you play a pivotal role in elevating our service delivery to our client, Convex Insurance. Your expertise extends beyond handling day-to-day IT issues, delving into more intricate Level 2 challenges. Reporting to the Operations Lead (OL), you are crucial in the operations team, contributing significantly to maintaining our SLAs through triaging and resolving incoming incidents and requests efficiently. Working autonomously, you are key in proactively addressing tickets, maintaining robust communication with clients via our ticketing system, and meticulously documenting all actions and time. Your role is not just about resolving issues but doing so with a level of professionalism and communication that epitomises our commitment to exceptional customer service. You are also instrumental in fostering a high-performance culture within the Operations Team, dedicated to continuous improvement. This involves identifying, updating, and refining documentation and processes to ensure consistency and high standards in our client services. The overarching goal of your role is to provide top-tier customer service through your technical expertise, offering remote, telephone, and on-site support to Convex Insurance. Your ability to build effective working relationships is underpinned by excellent communication skills, crucial for collaborating with clients to resolve issues. A significant part of your role involves not only quick and efficient problem resolution but also proactively identifying and reducing recurrent issues, thereby elevating the overall quality and efficiency of our service offerings.

Requirements

Troubleshooting and resolving Apple Mac issues
Windows Desktop and Windows Server environments
Device and Identity Management using platforms like Addigy, Jamf, and JumpCloud
Common third-party software applications in terms of installation, administration and troubleshooting, for example, Adobe Creative Cloud
Endpoint protection tools
Setting up, managing, and troubleshooting video conferencing systems
Setting up and troubleshooting network hardware such as routers, switches, and wireless access points
Networking concepts including DHCP, DNS, IP addressing, subnetting, and VLANs
Administration of Microsoft 365 and Google Workspace
IT Service Management tools such as ServiceNow and Autotask
Apple Device Support Certification
Excellent problem-solving skills
Exceptional communication and interpersonal skills, adept at conveying technical concepts to a non-technical audience in a clear and understandable manner
Thrives in dynamic, fast-paced work settings
Strong customer focus, dedicated to meeting and exceeding client expectations
Collaborative team player
Self-motivated, capable of working independently and making informed decisions
Demonstrates practical judgement and proactive initiative
Possesses a problem-solving mindset
Approachable and friendly
Analytical thinker
Meticulous, with a keen attention to detail
Skilled in planning and prioritising work efficiently
Radiates positive energy and drive, inspiring others
Passionate about technology, with a keen curiosity about industry trends and innovations
Highly organised, effectively managing and prioritising own workload
Flexible and adaptable to change
Strong emotional intelligence
Eager to learn and grow
Strong ethical standards, upholding integrity in all aspects of work
Effective under pressure
A Levels or equivalent relevant diploma
Apple Certifications, such as ACSP

Responsibilities

Efficiently manage and prioritise support tickets, ensuring resolutions align with SLA targets
Adhere strictly to service processes
Deliver exceptional customer service
Maintain accurate, comprehensive ticket records and consistently update clients
Emphasise quality and first-time resolution, avoiding temporary fixes
Escalate complex issues appropriately, ensuring tickets are detailed for efficient handover
Persistently work towards solutions, while recognising when escalation is necessary
Aim to meet daily ticket resolution goals
Provide on-site support
Diagnose and resolve technical issues following best practice protocols
Stay informed about emerging IT trends and technologies
Mentor helpdesk analysts, enhancing team capabilities and encouraging teamwork
Collaborate with the OL and project teams on change management and documentation
Identify potential client projects
Set high standards, demonstrating exemplary conduct and technical proficiency
Work on refining Dr Logic’s operational processes for better efficiency and service quality
Analyse trends in ticketing to identify preventive measures and areas for improvement
Propose enhancements to tools and technologies for improved service delivery
Build and maintain strong user relationships through effective communication and technical support
Maintain client onboarding and offboarding processes
Monitor and resolve application and operating system updates, security patches, and software vulnerabilities
Regularly update client documentation to accurately reflect system changes
Collaborate with project engineers to document changes
Create and maintain a knowledge base for internal and client reference
Document solutions to common problems to streamline support processes
Develop training materials based on common issues and solutions
Organise and participate in knowledge-sharing sessions

Benefits

Discretionary annual bonus
29 days holiday (inclusive of bank holidays)
A further additional day for your birthday (nearest day if on a weekend/bank holiday)
Annual entitlement increases by 1 day per year of service (up to a maximum of 3 days)
Additional discretionary half days holiday may also be given prior to Bank Holiday weekends and/or for Christmas Eve and New Year’s Eve
Employer (3%) and employee contributory (5%) pension scheme
Bupa private medical insurance including dental insurance (on successful completion of probation)
Spouse/dependents may be added at your own cost at a heavily discounted rate
Funded Life Assurance (Death in Service benefit of 3 x your annual salary paid to your nominated beneficiary) on successful completion of the probation period)
Funded training available for relevant qualifications
Cycle to work scheme
Interest-free travel loans and technology loans