Tier 1 Support Engineer/IT Managed Services

Position Overview

The Cloud & Managed Services Engineer works out of the Network Operations Center (NOC).

Responsibilities

• Deliver exceptional customer experiences.
• Work on a schedule basis, which may include nights, weekends, and night-weekend shift (2nd / 3rd shift)
• Process requests and issues reported by monitoring tools, ticketing tools, calls and emails relating to but not limited to various technologies supported by Managed Services
• Thorough technical knowledge of various technologies such as:
• Microsoft core business applications and operating systems.
• Disaster recovery solutions (a plus).
• Various networking devices such as routers/switches/access points etc.
• VOIP, Cloud Calling, business phone systems solutions
• WebEx, Finesse, MS Teams (a plus)
• Security devices
• Cloud Solutions – AWS, Azure, Google (a plus)Basic remote access solution supports: VPN, Connectwise Automate, and other tools
• Work with vendors and service providers to open repair tickets and hardware RMA
• Obtain and maintain certifications and accreditations consistent with job responsibilities.
• Take ownership of open tickets, manage priority, and provide updates in a timely manner to end customer.
• Perform initial troubleshooting and information gathering.
• Follow SOP documented in Knowledgebase system.
• Timely escalation on tickets to Tier 2/Tier 3 team.
  
  

Responsible for:

• Weekly time entry in the ITSM platform
• Expense reports
• Perform other duties as required and/or assigned
• Employee must be able to perform essential functions of the job with or without reasonable accommodation
• The Cloud & Managed Services Engineer does not have any direct reports.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
• Diagnosis skills of technical issues
• Ability to multitask and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all the organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
  
  

Must be eligible to work for any U.S. employer without the need for sponsorship now or in the future