Managed Services Specialist L1

Position: Managed Services Specialist L1

Location: Dallas, TX

Job : 114

# of Openings: 1

The Managed Services Specialist L1 is responsible for resolving incoming technical telephone requests, service desk tickets, and email requests for technical assistance on a wide variety of hardware and software applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Managed Services Specialist role as well as the ability to multitask.

All Managed Services Specialists are subject to shift changes to adapt to the business needs of the Service Desk.

• Provide comprehensive technical support services to support customers
• Work within Service Level Agreements, as dictated by contract
• Follow defined incident and problem management process to manage, resolve and elevate requests
• Use all available Knowledge Management Tools during the incident or request
• Take all necessary steps to ensure customer satisfaction

• Create and submit detailed notes documenting customer interactions within the ticketing system. Accuracy, thoroughness, and timeliness are key.
• Confirm and update customer profile information as needed
• Promptly notify management of any potentially “dissatisfied” customers
• Follow all documented escalation procedures, including hand‑off times, for issues requiring 3rd party intervention

• Follow all documented procedures to handle open incidents or requests, including monitoring open ticket queues, placing follow‑up phone calls, escalating incidents as appropriate, etc.

• Perform customer support related tasks and special projects as assigned by management
• Liaise as necessary interdepartmentally to seek resolutions to all issues reported

• Previous experience working for a Managed Services Provider.
• Use of a ticketing system.
• Demonstrated experience troubleshooting and resolving issues with:
  • local and network printers
  • Administration of Windows Servers
  • Familiarity with Microsoft Exchange and Remote Desktop Services
  • LAN/WAN and basic network troubleshooting
  • Microsoft Office Suite, Windows Operating Systems (Desktop and Server)
• Experience with implementation, configuration, migration and monitoring of firewalls, switches, routers, load balancers from following vendors is a plus:
  • Cisco
  • Juniper
  • Sonic Wall
  • Palo Alto
  • Bluecoat
  • Check Point
  • Force
    10
  • Power Connect
• Experience with Kaseya is a plus
• Strong organization skills and the ability to work on many tasks simultaneously in a high‑pressure environment.
• Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills.
• Extensive use of Microsoft Office.
• Superior verbal and written communication; attention to detail; and strong organizational skills.
• Ability to successfully pass a background security check

• BA or Vocational school degree preferred or equivalent work experience

Minimum of 10 years of previous technical support experience working for a Manage Services provider performing computer support required