Job Description

Company Overview:

Join our dynamic team at BoomTech, where we prioritize exceptional customer service and collaborative problem-solving. We are seeking a highly skilled Support Desk Level 3 Technician to handle escalated support issues and ensure our users receive top-tier assistance.

Position Overview:

As a Level 3 Technician, you will report to our Service Manager and play a crucial role in resolving complex user computing issues. Your extensive expertise and problem-solving mindset will be key in maintaining high user uptime and satisfaction. If you thrive on challenges and enjoy working in a fast-paced environment, we want to hear from you!

Key Responsibilities:

Efficiently resolve escalated user computing issues to maintain high user satisfaction. Utilize advanced remote monitoring, maintenance, and troubleshooting techniques. Deliver exceptional customer service to enhance our organization's reputation. Collaborate with team members and vendors to provide effective support services. Document and troubleshoot user issues within established SLAs. Use remote monitoring and management (RMM) and professional services automation (PSA) solutions. Prioritize tasks, assign ticket severity, and work closely with staff and vendors. Build and maintain strong relationships with users and vendors. Prepare and present service and monitoring reports to management.

Qualifications:

10+ years of service desk experience, with a focus on escalations and complex issue resolution. Relevant certifications such as MCP, Azure, or equivalent are preferred. Extensive knowledge of supported software and technologies, including network protocols and security best practices. Strong interpersonal and communication skills. Passionate about teamwork, continuous education, and advanced problem-solving. Organized, detail-oriented, and articulate. Experience with Dell, Lenovo, M365, VoIP, AutoTask (PSA), Datto RMM, Intune, Microsoft Windows 10 and 11, SonicWALL, and Server 2016 and upwards. Proficiency in scripting and automation tools for system administration tasks is a plus.

Position Entails:

Troubleshooting complex user problems via phone, onsite, and remote control technologies. Maintaining accurate documentation of activities through a ticketing system. Managing, maintaining, troubleshooting, and supporting user networks, equipment, software, and services. Analyzing remote monitoring reports to identify and remediate issues. Quickly adapting to changing requirements and environments.

The Ideal Candidate:

Professional, articulate, and adept in interpersonal communication. Technically proficient with strong problem-solving abilities. A natural relationship builder who enjoys collaborative work.

Benefits:

Paid vacation, holidays, personal and sick time, and training reimbursement. Competitive compensation package, including salary and bonuses.
If you meet the qualifications and are interested in this position, we invite you to apply. We look forward to connecting with you for a brief phone screening. Thank you for considering a career with BoomTech!

Job Type: Full-time

Pay: R32000,00 - R37000,00 per month

Education:

Certificate (Required)
Experience:

Level 2 or 3 Technician: 10 years (Required)
Work Location: Remote