Onsite IT Service Delivery Associate L2

Position Overview:  

The Service Delivery Associate L2 position is accountable for the end-to-end delivery of IT managed services at customer sites and providing remote support. The IT Service Delivery Associate L2 will be partnering with our service desk team and management to provide support. 

Management: 

• Day to day management of client tickets and request 
• Act as Single Point of Contact for technical operations management  
• Ensure continuous improvement in technical delivery models 

General Technical Support: 

• Responsible for day to today delivery of IT Managed Services 
• Respond to any escalated issues from the client 
• Support Queue - MSP, Voice, Data, & SaaS product support 
• Provide support guidance both technical and non-technical request 
• Manages the process of bringing new customers onboard 
• Facilitate internal and external escalation where necessary 

Knowledge Management: 

• Complete certification / training for all BWT service lines & vendors 
• Identify and communicate gaps in existing processes and implement a steady stream of frequent improvements to ensure efficiency, scalability and enhanced customer service 
• Identify and communicate gaps in existing tools and make regular recommendations for improvements and / or additional tools  
• Leverage existing technical tools to maximum efficiency and productivity 

Communication & Documentation: 

• Able to communicate technical or complex subject matter in business terms 
• Help develop and improve MSP written procedures  
• Help develop and improve checklists for all customers  
• Help manage, improve and communicate customer and vendor QBR’s - Quality Business Reviews 
• Customer Documentation of all setup, process, procedures, and non standard items 
• Ensure clear communication of status and solutions to problems both verbally and in writing as a follow up 
• Ensure support request reaction times within SLA guarantees 
• Proactively address problems and incidents and ensure proper communication and escalation procedures are in place in support of end customers 

Additional Duties & Responsibilities: 

• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change 
• Accepts ownership and welcomes responsibility 
• Travel to onsite locations up to five days per week 
• Participation in regular on-call schedule  
• And other duties as assigned 

Required Qualifications: 

Minimum of an Associate’s Degree or 2 years of related technical skills and experience, including hands-on experience with the support of a variety of Hosted SaaS, Hosted Voice, Microsoft-based products, and networks for small and mid-size businesses.  Must have excellent verbal and written communication skills; the ability to communicate technical information clearly and concisely to customers and staff is essential.  

Attention to detail is key in this position. Must be able to work with different departments within the organization, as well as clients when necessary as a team player. 

Strong customer service acumen and excellent client management skills. 

Knowledge, Skills, and Abilities: 

• Working knowledge for ITIL processes and procedures  
• Working knowledge of ITSM tools such as ConnectWise Manage 
• Knowledge of Desktop and laptop operating systems, remote connectivity and general application deployment 
• Working knowledge of wide-area and local-area networking 
• Working knowledge of Telecommunications systems and equipment 
• Knowledge of Agile and/or Waterfall project management practices 
• Ability to train and direct staff activities and prioritize work items 
• Strong knowledge of business processes and operations across the enterprise, especially in IT 

Previous experience in ITSM delivery 

BetterWorld Technology Core Values are:   

S-P-I-R-I-T-E-D  

Service:   

We provide outstanding products, customized solutions with unsurpassed service that, together, deliver premium value to our customers. 

Passion:  

To excel through quality, to delight our clients, to enjoy our work. 

Integrity 

We will always do what is right for the customer, the employee, or the circumstance. We will do what we say we will do and will make right on our promises and mistakes. We will seek relationships with current and future employees, partners, and customers that value character, commitment, and personal accountability.  

Responsibility:   

We will remain calm under pressure, encourage respectful dialogue, confront difficult situations without bias, act within a realistic timeframe for resolution and resolve conflicts through fair negotiation.  

Innovation:  

We constantly strive to redefine the standard of excellence in everything we do. Therefore, we are open to ideas that challenge the conventional views and drive innovation. The only constant in life is change and we believe that in order to stay relevant we must constantly improve with society's changing needs. 

Teamwork:  

BetterWorld is made up of amazing individuals, but it’s only through teamwork that we achieve greatness. We believe in treating people well and with respect, although their opinions may be different than ours. We celebrate the differences of people and look to learn from others more than we look to prove someone wrong. We understand that respect is earned and not granted or a guarantee.  

Excellence:  

Excellence is not just providing quality work; it’s the continued effort our team makes to improve our services and communication on a daily basis. Delivering excellence doesn’t just happen. Excellence requires constant adaptation, innovation and vigilance in order to achieve success. When we deliver excellence, we give of ourselves in a way that exceeds our own expectations; we have made the effort to achieve that level of distinction. 

Dedication: Whatever it takes to get the job done…whenever, wherever!