MANAGED SERVICES ENGINEER II

Requirements :

• College Degree not required
• 2- 4 years of experience in a closely related position doing MSP technical support / troubleshooting is preferred but not required
• Certifications preferred in one of the following; CompTIA A+, Network+, Security +, MSFT 365 Fundamentals (MS-900T01), MS 100 : Microsoft 365 Identity and Services, Microsoft Certified Professional (MCP) MS AZ-104 - Azure Administrator Associate, Microsoft 365 Certified : Enterprise Administrator Expert
• Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise and Remote Desktop Services preferred
• Experience in LAN / WAN and basic network troubleshooting
• Experience in workstation and laptop hardware support, including backup software configuration experience with common data protection applications
• Experience with Anti-Virus configuration with more than one A / V solution
• Experience with Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server) and Kaseya is a plus
• Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment
• Strong interpersonal skills, including verbal and written communication skills along with excellent listening skills
• Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
• Business acumen; translating business requirements into related solutions
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
• Sound problem-solving technique with ability and persistence to generate options and select the best solution
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal / external stakeholders
• Ability to communicate effectively with customers and various levels of management both verbally and in written form
• Ability to manage multiple projects in a fast-paced environment
• Team player mentality and willingness to share knowledge with others.

Responsibilities :

• Provide best in class customer service to the customer base
• Adhere to company values while following best practices and operational procedures
• Manage the status of open tickets / projects and complete technical and operational tasks to address project deliverables efficiently and accurately
• Maintain up to 85% utilization to support key performance indicator attainment and service level agreements
• Drive for continuous CSAT scores to ensure consistent feedback from customer base
• Act as an escalation point for Managed Services Engineer I’s
• Troubleshoot issues on a variety of information systems and network devices within complex customer environments
• Update, manage and troubleshoot workstation device connectivity and printer issues
• Work within Active Directory to create and terminate user accounts as part of onboarding / offboarding and reset passwords for related customer environments
• Responsible for implementing appropriate IT procedures, configuring software, and implementing O365 administration functions across multiple platforms
• Perform network troubleshooting, network traffic analysis and debugging
• Manage Anti-Spam Policies and run virus scanning using approved software
• Work tickets based on SLA priority and expiration and update tickets daily
• Support solutions such as email, storage, backups, monitoring and productivity suites
• Account for time by function and by the customer in ConnectWise with a high level of accuracy to include notes detailing customer work status to ensure continuity of service
• Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, plan, and execute the services
• Participate in a regular after-hours on-call rotation schedule
• Provide continuous updates and communication on assigned tickets to ensure customer’s have daily interaction and support.
30+ days ago