Managed Services Engineer L1 at BECA Alpharetta, GABECA • Alpharetta, GA, US
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Managed Services Engineer L1 at BECA Alpharetta, GA
BECA • Alpharetta, GA, US
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- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionMeet ticket SLA standards for calls and tickets. Log billable hours weekly. Maintain CSAT scores as per manager's standards. Submit timesheets by Monday end of shift. Be available for on-call weeks and outage support. Set and review annual goals in HRIS quarterly. Ticketing software for incident management and tracking. Basic Active Directory knowledge : security groups, group policies, domain controllers. Basic Windows / Server knowledge : physical vs. virtual servers, patching, maintenance. Basic Microsoft 365 knowledge : user management and communication platform. Networking basics : troubleshooting, DHCP, DNS, ping, mslookup, traceroute. Maintain relevant vendor and technical certifications. Use assigned software tools.
Managed Services Engineer L1 job at BECA. Alpharetta, GA.
Job Description
Role Purpose : The Managed Services Engineer, L1, assists users with issues via phone and ticketing. Responsible for following documented support procedures, monitoring the ticket gateway, and maintaining SLA standards for tickets and calls.
Responsibilities :
- Ticketing System : Document all activities, projects, and tickets daily with detailed notes. Hand off Priority 2+ tickets before shift end. Schedule or set Priority 3 tickets to waiting status at shift end. Monitor ticket gateway during slow phone periods or dispatcher absence.
- IT Glue : Escalate issues per escalation procedures. Update existing articles with new findings and create new documentation when necessary.
- Service Desk Phone Queue : Answer client calls promptly, stay logged in during working hours, and handle after-hours / on-call shifts as needed.
- Communication : Maintain clear and effective communication with teams and clients.
- Travel : Travel to client sites as assigned.
Expectations :
Technical Proficiencies :
J-18808-Ljbffr
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Engineer Managed • Alpharetta, GA, US
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