IT Service Delivery Engineer

- Go through all support tickets in Connectwise and ensure they are being attended to - Ensure SLAs are met - Input a minimum of 5 hours worth of billable time entries daily in Connectwise - Be part of the after-hours support rota - Learn and become certified in Retail Pro 9 Series - Learn and become certified in Retail Pro Prism within the first 6 months - Provide support & implementation services to our clients - Learn other retail solutions we provide to offer support and implementation services - Conduct onsite break-fix call outs from time to time - Perform onsite installation work - In-house build, preparation and testing of systems that are part of projects, one-off jobs, or hardware support - Follow our processes and procedures while working in the helpdesk environment - Provide support on Microsoft operating systems, including Windows Server versions and Windows 7, 10, 11 - Provide support to users of Microsoft Office applications - Answer incoming calls and log them in Connectwise - Assist other teams within the department as required - Manage and monitor the support mailboxes - Resolve helpdesk line 1 issues - Escalate tickets you are unable to resolve - Manage your emails and reply within the same day - Provide excellent customer focus and build rapport - Work unsupervised, managing assigned workload and priorities - Proactively research alternatives and solutions to issues and take action - Review reports from Connectwise and provide input on patterns and trends - Participate in helpdesk and staff meetings - Resolve all client technical issues promptly and effectively ensuring a high first-time fix rate - Keep clients informed of incident progress, notifying them of changes or outages - Ensure configurations, contact information, and assets are kept up to date in real-time - Prioritize and manage multiple tickets based on urgency - Communicate with customers to keep them informed of incident progress - Ensure high customer service perception and satisfaction - Maintain a good working relationship and rapport with other staff members