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.
Key Responsibilities:
Incident and Request Handling
- 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 escalate requests
- Use all available Knowledge Management Tools during the incident or request
- Take all necessary steps to ensure customer satisfaction
Incident and Request Logging
- 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
Escalation
- Promptly notify management of any potentially “dissatisfied” customers
- Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention
Open Incident and Request Management
- 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.
Other tasks
- Perform customer support related tasks and special projects as assigned by management
- Liaise as necessary interdepartmentally to seek resolutions to all issues reported
Required Skills:
- 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
- SonicWall
- Palo Alto
- Bluecoat
- CheckPoint
- Force10
- PowerConnect
- 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
Education:
- BA or Vocational school degree preferred or equivalent work experience
- Microsoft Certified Professional certification a plus
Experience:
Minimum of 10 years of previous technical support experience working for a Manage Services provider performing computer support required
Hours:
10am to 10pm 4 days’ on/4 days off
OR
10pm to 10am 4 days’ on/4 days off