Intelligence for high-stakes environments, where timing, perception, and context all matter.
Managed Services Engineer I
Location
Ohio
Posted
128 days ago
Salary
$100K / year
Seniority
Junior
Job Description
Managed Services Engineer I
Logically
• 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. • Preparing and staging network devices (servers, switches, firewalls) for remote configuration • Create and Maintain client standard operating procedures for computer builds.
Job Requirements
- 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.
Benefits
- Competitive compensation and benefits
- Opportunities for professional development and advancement
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