Entry-Level Managed Services Engineer

The Entry-Level Managed Services Engineer serves on the Rapid Response team as the primary point of contact for customers seeking technical support and troubleshooting assistance. This role is responsible for delivering professional, responsive, and customer-focused experience while efficiently assessing issues, providing basic technical support, and coordinating service requests with the appropriate engineering and sales resources to ensure timely resolution.

Essential Duties and Responsibilities:

Respond to inbound customer calls, emails, and support requests, creating and documenting service tickets for issues requiring engineering or sales involvement.

Deliver exceptional customer service through professional, courteous, and effective communication with customers and internal team members.

Perform initial issue assessment and basic troubleshooting to resolve customer concerns that can be addressed within approximately ten minutes.

Gather relevant information and ask questions to accurately diagnose issues, document findings, and expedite the resolution process.

Prioritize and assign unassigned service tickets to qualified and available engineers based on skillset, workload, and urgency.

Route inbound calls, emails, and support requests to the appropriate team member or department when necessary.

Maintain accurate and detailed records of customer interactions, troubleshooting steps, and ticket updates within the ticketing system.

Monitor ticket queues to ensure service requests are addressed in a timely manner and escalated appropriately.

Support departmental initiatives, process improvements, and organizational objectives.

Perform additional duties, projects, and responsibilities as assigned.

Relevant experience in a customer service-oriented role.

Knowledge, Skills, and Abilities Strong customer service orientation.

Strong verbal, written, and interpersonal communication skills.

Professional demeanor with a commitment to integrity and customer service excellence.

Effective problem-solving and troubleshooting skills.

Ability to prioritize multiple tasks in a fast-paced environment.

Customer-focused mindset with a proven ability to build rapport and trust.

Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.

Ability to work collaboratively with cross-functional teams and external partners.

Ability to maintain professionalism and composure in challenging or high-pressure situations.

Physical Requirements Prolonged periods of sitting and working at a computer workstation.

Frequent use of telephones and headset.

Ability to communicate clearly and effectively with customers and colleagues.

Work Environment This position operates primarily in a professional office environment and requires frequent use of standard office equipment, including computers, phones, and related technology and frequent interaction with customers and internal staff.
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