Managed Services Engineer I

Job Summary

The Managed Services Engineer I works as a member of a collaborative national support team that provides technical support to the clients of Logically. The Managed Services Engineer I will be expected to work on a variety of infrastructure environments which may include but are not limited to Windows Servers (Physical/Virtual), Windows Workstations, Switches, Firewalls, Access points, Data Storage Systems. In addition to this you will work with both Logically clients and vendors to resolve customer issues and requests in a timely manner. Position requires an after-hours on-call rotation for 7 days every 2 months.

Job Duties & Responsibilities

• Manage the status of open tickets and complete technical and operational tasks to resolve issues and close tickets efficiently and correctly
• 85% utilization required
• Work tickets based on SLA priority and expiration and update tickets daily
• 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
• Completion of any other ticket classifications in adherence with the ITIL system of Service Delivery (Type, Subtype, Item, as needed)
• Deliver outstanding customer service on-site and remotely to customers
• Communicate progress and advise customers on account status, and changes, make suggestions, serve as coach regarding products/services and through processes
• Communicate and strategize with POD members on high-priority problems, critical status changes, customer matters, call aging, and training
• Based on customer and company needs, work after hours and on weekends for scheduled projects and in emergency situations
• Configuration, deployment, and installation of end-user workstations and client computers
• Installation of hardware to desktops, laptops, and servers. Including ram, storage drive, and graphics upgrades
• Create and Maintain client standard operating procedures for computer builds

Qualifications

• College Degree not required, on the job technical support experience preferred
• Minimum 1 year of experience in a closely related position doing MSP technical support/troubleshooting is preferred but not required
• Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise, and Remote Desktop Services preferred
• Experience in LAN/WAN and basic network troubleshooting
• Experience with Kaseya is a plus
• Experience with Imaging Solutions is a plus (MDT, WDS, ETC)
• Experience with Microsoft Active Directory and Azure AD
• Understanding of Windows and Mac Operating systems, including but not limited to reinstallation of operating systems. Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server)
• Basic PowerShell and or relevant Scripting Abilities are 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