Managed Services Engineer II (Charleston area)

Job Summary

The Managed Services Engineer II is a representative of the company that interacts daily with all levels of the customer’s workforce, from C-level to business and technical end-users. Working to efficiently close tickets with high level of accuracy, this role will perform a wide range of technical computing and information systems support, including installations, repairs, and preventative maintenance on desktops, laptops, servers, networking devices, and related software.

Job Duties & Responsibilities

• Provide best in class customer service to Logically’s 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 Logically service level agreements
• Drive for continuous CSAT scores to ensure consistent feedback from Logically’s customer base
• 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
• Implement appropriate IT procedures, configure software, and implement O365 administration functions across multiple platforms
• Manage Anti-Spam Policies and run virus scanning using Logically approved software
• 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
• Provide continuous updates and communication on assigned tickets to ensure customer’s have daily interaction and support

Qualifications

• 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