Managed Services IT Support Engineer

Managed Services IT Support Engineer

Love to solve complex IT problems and see your contributions in action? We’ve got a position for you in our Technical Services division as a Technical Customer Support Engineer! Jump-start your career with us by working in a dynamic, fast-growing company that will challenge and excite you. Our Technical Services division focuses on delivering high-quality solutions to our clients that run the gambit from law firms, non-profits, retail, hospitality, and more.

The Managed Services IT Support Engineer provides remote technical support to our clients. The Managed Services IT Support Engineer position plays a direct role in the overall service level of our company. The Managed Services IT Support Engineer handles 90% of the technical issues submitted. This requires a strong technical skillset, great customer service skills, and the desire to continue to expand one’s knowledge of technology. These skills will be used in a fast-paced, fun, team-oriented, and customer service-minded environment. The Managed Services IT Support Engineer will not only have strong technical skills but also excellent customer service, teamwork, communication, and troubleshooting skills.

Managed Services IT Support Engineer Job Duties and Responsibilities

• Perform technical support and basic administration for Windows Servers, Exchange servers, O365, Azure AD, and Desktop operating systems across multiple customers’ platforms.
• Monitor and troubleshoot client backups.
• Workstation and peripheral diagnostics and support
• Escalate customer issues through the proper channels.
• Manage cases according to defined severities and case priorities
• Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
• Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption.
• Update cases and communicate with clients on a daily basis or as required until issue is closed.
• Be held accountable for measurable objectives including case touches, case closures, time to resolve among others.
• Cultivate close working relationships with assigned clients’ Point of Contacts and User Base; attend regular calls with customers to review issues.
• Attend ongoing training sessions in core areas of the business.

Managed Services IT Support Engineer Qualifications (Education, Experience, And Certifications)

• Bachelor’s degree (BA/BS) from an accredited 4-year school is a plus
• Minimum of 2 years of experience working on a technical helpdesk or equivalent Network administration role in supporting large customer base of over 150 users
• Minimum of 2 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment
• Experience administering O365 & Azure AD
• Experience with firewalls, such as Cisco, Juniper, SonicWALL and WatchGuard a plus
• Experience with VMWare ESX hosts and vSphere Client for administration
• Experience with remote solutions, such as Citrix, Terminal Server and VPN
• Experience with Cisco and BroadSoft VOIP
• Experience with Apple Hardware and MAC OS X
• Experience with enterprise mobile devices

Managed Services IT Support Engineer Knowledge, Skills and Abilities

• Highly customer focused with ability to provide consistently excellent customer service and professionalism
• Excellent written and verbal communication skills
• Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment.
• Must be dependable and able to work both individually and in a team environment.
• Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments (client/server).
• Working knowledge of Windows Server and advanced knowledge of Active Directory Group Policies and Replication
• Possesses ability to work in fast-paced and challenging environment troubleshooting.
• Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment.
• Working knowledge of common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications.

Managed Services IT Support Engineer Benefits

• Blue Cross Blue Shield medical insurance
• Open PTO policy
• Life insurance
• Certification reimbursement
• Paid training

*Actual salary for the Managed Services IT Support Engineer to commensurate with experience*