Tier 1 Support Engineer/IT Managed Services

Tier 1 Support Engineer/IT Managed Services

The Cloud & Managed Services Engineer works out of the Network Operations Center (NOC). This position supports a 24/7 operations environment. While a primary schedule will be assigned, shift times may be adjusted periodically to meet customer, business, or operational demands. Work schedules may vary based on business needs, operational requirements, and team coverage. Candidates should be comfortable working a flexible schedule, including potential adjustments to shift assignments as needed.

Responsibilities include delivering exceptional customer experiences, processing requests and issues reported by monitoring tools, ticketing tools, calls and emails relating to various technologies supported by Managed Services, and working with vendors and service providers to open repair tickets and hardware RMA. The role also requires obtaining and maintaining certifications and accreditations consistent with job responsibilities, taking ownership of open tickets, managing priority, and providing updates in a timely manner to end customer.

The position also involves performing initial troubleshooting and information gathering, following SOP documented in Knowledgebase system, and timely escalation on tickets to Tier 2/Tier 3 team. The Cloud & Managed Services Engineer is responsible for weekly time entry in the ITSM platform, expense reports, and performing other duties as required and/or assigned.

Qualifications include advanced understanding of operating systems, business applications, printing systems, and network systems; interpersonal skills such as telephony skills, communication skills, active listening, and customer care; diagnosis skills of technical issues; ability to multitask and adapt to changes quickly; ability to work in a team and communicate effectively; technical awareness; service awareness of all the organization's key IT services for which support is being provided; understanding of support tools, techniques, and how technology is used to provide IT services; typing skills to ensure quick and accurate entry of service request details; and self-motivation with the ability to work in a fast-moving environment.

Compensation: $55,000 to 60,000