Managed Services Engineer
Managed Services Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
Managed Services Engineer
We are seeking a Managed Services Engineerto join a wellrespected MSP. Perks include competitive compensation excellent benefits (including ESOP) hybrid work environment (after training and initial ramp up) great team and worklife balance.
POSITION SUMMARY
The Managed Services Engineer is responsible for the effective management of all assigned tickets and tasks and to meet customer and company expectations.
ESSENTIAL FUNCTIONS
The Managed Services Service Engineer will:
Put the customers needs first and at the center of every action the Team Lead and the Team Members take.
Ensure an excellent Customer Experience.
Meet or exceed customer contract SLAs commitments and expectations.
o For minor service failures or requests ensure customer is notified within four business hours after receiving notification that their request has been received and dispatch is pending.
o Ensure resolution on minor failures or requests begins by the end of the next business day after the request is received. Customer must be notified when resolution actions begin.
o For major failures or critical needs ensure customer is contacted by telephone call within one hour 24/7/365 after receiving a request or automated alert.
o Ensure resolution on major failures or requests begins within two hours 24/7/365 after the request is received. Customer must be notified when resolution actions begin.
o If onsite service is required for major failures or critical needs ensure technician is onsite within four hours 24/7/365 after the initial request or alert is received.
Ensure remote resolution if at all possible.
Be intimately aware of and effectively manage his or her own open tickets. Review all open tickets with Team Lead at least first thing each morning during Team StandUps.
Continue to expand his or her technical knowledge skillset and technical certifications.
Experience
2 years of field experience in information technology and/or unified communications is preferred.
2 years of experience with network server and desktop support.
Experience/knowledge of traditional network technologies (such as Fortinet SonicWall Cisco) switching technologies firewalls etc.
Experience supporting Windows Server
A solid background providing or the desire to provide excellent Customer Experience (CX) is essential.
Employment Type
Full-Time
