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The Managed Services Intern plays a vital role in the 24/7 monitoring and remediation team within the Managed Services department. This position involves accurately identifying and resolving system failures and potential issues while ensuring precise documentation. The intern will also execute maintenance and administrative tasks to support the managed service clients' environments, contributing to the overall stability and efficiency of IT operations.

Technical Support and Troubleshooting

• Provide technical assistance: Offer timely and effective support to end-users for software, hardware, and network-related issues, ensuring swift resolution to minimize downtime.
• Diagnose and resolve issues: Identify, diagnose, and troubleshoot various IT problems through phone, email, or in-person interactions, employing a systematic approach to resolve issues efficiently.
• Collaborate for problem resolution: Work with internal/external resources to restore client environments.
• Manage RMA processes: Coordinate and track RMA (Return Material Authorization) requests, obtaining RMA authorization and completing RMA submittal forms.

Move, Add, Change, and Delete (MACD) Operations

• Voice/Video Endpoints: Execute configuration changes, installations, relocations, and decommissions for voice and video communication devices, ensuring seamless integration and functionality.
• Network Devices: Perform updates, installations, and relocations for network equipment such as routers, switches, and access points to maintain optimal network performance and reliability.
• Peripherals and Laptops: Manage the setup, configuration, relocation, and removal of peripherals and laptops, including performing imaging and deploying necessary software to ensure user readiness.

Daily Operational Tasks

• Backup management: Manage client backup services and remediate issues causing backup failures.
• Configuration monitoring: Monitor and report device configuration changes to clients.
• Preventative maintenance: Perform daily preventative maintenance checks on the managed service toolset.
• Inventory management: Fulfill requests to modify inventory and logic in monitoring systems.

Understanding Managed Service Functions

• Service Level Agreements (SLAs): Understand SLAs and meet them in incident response scenarios.
• ITIL framework: Basic understanding of the ITIL framework regarding service, incident, change, and problem management.
• Ticket management: Open, track, and close service tickets in ITSM while maintaining detailed notes including resolution.

Client and Team Interaction

• Client request handling: Login to call queue to handle client requests while answering incoming calls courteously and professionally.
• Communication management: Manage email inbox and chats, responding to both client and internal communications promptly.
• IT team collaboration: Work closely with the IT team to escalate complex issues, implement new technologies, and contribute to ongoing improvement initiatives.
• Field personnel coordination: Interface with field personnel to perform repairs and verify system functionality.

User Communication and Compliance

• Outage and maintenance communication: Provide direct communication to affected users and companies on outages and maintenance activities.
• Shift handoffs: Perform proper handoffs at the start and end of shifts.
• Compliance training: Complete compliance training for internal business needs as well as client requirements.
• Additional duties: Perform additional duties related to your role as needed.

Other Skills and Abilities

• Excellent Interpersonal Skills (develop and maintain strong working relationships)
• Strong work ethic
• Strong communication skills
• Ability to multi-task as necessary
• Ability to prioritize tasks
• Strong organizational skill