Job Description

Sr. Managed Services Specialist/Engineer

The Sr. Managed Services Specialist/Engineer is responsible for resolving incoming technical telephone requests, service desk tickets, and email requests for technical assistance on a wide variety of hardware and software applications. The Sr. Managed Services Specialist/Engineer also acts as an escalation point for the Managed Services Specialists. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Having the ability to adapt quickly to changing priorities and fluctuations in workflow are requirements of the Sr. Managed Services Specialist/Engineer role as well as the ability to multitask. All Managed Services Specialists/Engineers are subject to shift changes to adapt to the business needs of the Service Desk and Network Operations Center.

Key Responsibilities: Incident and Request Handling

• Provide comprehensive technical support services to support customers
• Work within Service Level Agreements, as dictated by contract
• Follow defined incident and problem management process to manage, resolve and expand requests
• Use all available Knowledge Management Tools during the incident or request
• Take all necessary steps to ensure customer satisfaction

Incident and Request Logging

• Create and submit detailed notes documenting customer interactions within the ticketing system. Accuracy, thoroughness, and timeliness are key.
• Confirm and update customer profile information as needed
• Promptly notify management of any potentially “dissatisfied" customers
• Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention

Open Incident and Request Management

• Follow all documented procedures to handle open incidents or requests, including monitoring open ticket queues, placing follow up phone calls, etc.

Other tasks

• Create documentation for new or improved processes as needed

Required Skills:

• Previous experience working for a Managed Services Provider.
• Use of a ticketing system.
• Demonstrated experience troubleshooting and resolving issues with:
• Local and network printers
• Administration of Windows Servers
• Familiarity with Microsoft Exchange and Remote Desktop Services
• LAN/WAN and basic network troubleshooting
• Microsoft Office Suite, Office 365, Azure and Windows Operating Systems (Desktop and Server)
• Experience with implementation, configuration, migration and monitoring of infrastructure from the following vendors is a plus:
• Experience with Kaseya is a plus
• Experience with IPsoft IPcenter is a plus
• Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment.
• Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills.
• Extensive use of Microsoft Office.
• Superior verbal and written communication; attention to detail; and strong organizational skills.
• Ability to successfully pass a background security check

Education:

• BA or Vocational school degree preferred or equivalent work experience

Experience:

• Minimum of 5 years of previoustechnicalsupport experience working for a Manage Services provider performing computer support required

Hours:

10am to 10pm 4 days’ on/4 days off

OR

10pm to 10am 4 days’ on/4 days off

OR

6,7,8,9am - 3, 4, 5, 6pm M-F

Job Type:

Full-time

Salary:

$45,000.00 to $75,000.00 /year

Experience:

previous technical support experience in similar role: 10 years (Required)

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