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.

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.

Managed Services Engineer I

Key skills