Tier 1 Support Engineer/IT Managed Services

About the role

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

This position supports a 24/7 operations environment. While a primary schedule will be assigned, shift times may be adjusted periodically to meet customer, business, or operational demands.

Work schedules may vary based on business needs, operational requirements, and team coverage. Candidates should be comfortable working a flexible schedule, including potential adjustments to shift assignments as needed.

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).
• Variety of 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 escalate on tickets to Tier 2/Tier 3 team.
• Weekly time entry in the ITSM platform
• Expense reports
• Perform other duties as required and/or assigned

Qualifications

• 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