Managed Services Engineer

Responsibilities

• 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 Connect Wise 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.

• 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, Connect Wise, 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 Power Shell 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.