Bench Technician
2 weeks ago
The number one goal of everyone in our team is to make our Clients exceptionally happy. The Bench Technician plays an important role in making sure that happens.
The Bench Technician assess, and trouble shoots existing hardware and makes recommendations whether it’s viable. This person follows company specific set up procedures. They can be dispatched to customer sites to deploy new gear, and or help trouble shoot problems. They need to keep the client informed of what to expect every step of the way.
When help is needed the Bench Technician can get help from or escalate issues to other members in Service Delivery Team.
RESPONSIBILITIES & TASKS
CUSTOMER SERVICE
- Keeping customers updated
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide the Client with basic remote or onsite troubleshooting.
USE of our TICKETING SYSTEM
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Installing operating systems. Working with both (Windows and MAC OS)
- Installing company specific applications, software, printers, VPN’s)
- Running warranty claims on defective gear
- Locating part numbers, fixing defective hardware
- Managing Inventory
- Dispatching to customer sites to deploy new gear, and/or help troubleshoot problems.
USE of our MONITORING & MANAGEMENT TOOL
- Review RMM dashboard and apply remediation actions as indicated by our Processes
- Review regularly scheduled/automated actions as indicated by our Processes
PROJECT WORK
- From time to time the projects team will need additional resource to help deliver projects either on site or remotely.
Communication, Reporting & Risk
- Escalate tickets that require Senior Helpdesk Engineer support.
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
Team work
- 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 Keeping 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 Manager
Skills and Attributes
Desired
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills
- 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
- IT literate – Advanced user level
- A deep desire to deliver an amazing Client Experience
- Drivers license
- 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.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
CAREER GROWTH
For someone looking to progress their role, the Bench Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, or Service Delivery Manager.
Company DescriptionBased in Eagan, Minnesota, Blue Net, Inc. is an IT Services and Solutions provider specializing in working with small to mid-sized businesses. Blue Net, a Microsoft Gold partner, delivers a full range of IT services including IT Managed Services, Microsoft Office 365 Migration planning, implementation and support, Microsoft Azure Migration services, Cloud Hosting, SharePoint, Power Platform and .Net Development services.Company DescriptionBased in Eagan, Minnesota, Blue Net, Inc. is an IT Services and Solutions provider specializing in working with small to mid-sized businesses. Blue Net, a Microsoft Gold partner, delivers a full range of IT services including IT Managed Services, Microsoft Office 365 Migration planning, implementation and support, Microsoft Azure Migration services, Cloud Hosting, SharePoint, Power Platform and .Net Development services.