The Service Team Level 2 role sits within our Service Team and reports to the Service Manager. 

As a Service team member, you will understand the demands of the position, be a champion of our vision and values, support team members and deliver outstanding customer service to internal and external stakeholders. This role is expected to achieve Service KPI’s, positively contributing to our managed services with exceptional communication from start to finish. This role will be expected to provide customer service excellence, support team members and continually improve both yourself and the business through your individual & team contributions.

Escalation Management

• Provide a primary point of escalation for the service team
• Responsible for resolving level 1-2 technical issues & communication to clients and service team
• Coordinate escalation management events including incident owner, problem owner, and other professionals.
• Provide assistance & assurance in support of the Support Team by resolving or training as required during critical situations or in the event of client dissatisfaction or a major incident/ event.
• Escalate to level 3 as required, in a timely and urgent manner.

Service Operations

• Provide second point of contact for all incoming support calls and emails
• Respond to and Resolve tickets within agreed Service Levels Agreements (SLA’s)
• Provide application, network, and infrastructure support for clients
• Collaborate and escalate any level 3 issues to the Senior System Administrators/SME Specialists, Team Lead or Service Operations Manager
• Provide deskside support and onsite visits to a variety of clients both scheduled and reactive
• Deliver high quality and timely levels of service to clients by providing excellent customer service
• Enter all ticket and time entries into the Netier CRM Database (ConnectWise)
• Maintenance of the CRM Database and ensuring all clients and ticket information is up to date
• Maintain a rotational position on the after-hours support phone roster
• Ensure quality of service to clients is maintained by providing excellent customer service to a variety of clients
• Establish a mentor partnership with junior service staff