ROLE DESCRIPTION
✓ Submit Timesheets & Expense reports as indicated on their SOPs
✓ Identify, Communicate, and Mitigate potential risks to the Service Delivery Manager and
Clients
TEAMWORK
✓ 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
SKILLS AND ATTRIBUTES
DESIRED
✓ A love of (and ability to) Solve Problems & Challenges
✓ Great Communications skills, founded in being a good listener
✓ An understanding of support tools, techniques, and how technology is used to provide
services
✓ Strong understanding of operating systems, business applications, printing systems, and
network systems
✓ Must be able to type quickly and accurately while talking on the phone
✓ A deep desire to deliver an amazing Client Experience
✓ Knowledge of IT Applications, Software & Hardware
✓ The ability to speak both Geek and human
✓ Great Communications skills, founded in being a good listener
✓ IT literate – Advanced user level
✓ A deep desire to deliver an amazing Client Experience
✓ The ability to speak both Geek and Human
✓ The ability to keep up with & adapt to the fast-paced IT world
NICE TO HAVE
✓ Experience using a Ticketing system / RMM Tool and PSA software
✓ Experience providing support via remote tools
✓ Experience handling Technical Service Tickets
✓ Experience and knowledge of working with the Microsoft 365 Platform
✓ Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
