POSITION PURPOSE:

The System Engineer, Service Desk is a member of the MSP Service Desk team. This team handles all incident-based customer support requests for ITaaS products and select ITaaS customer projects. The System Engineer, Service Desk serves as an escalation resource for the Help Desk technicians, who typically handle front line incident-based support. The System Engineer, Service desk may also be directly assigned tickets based on the complexity and priority of the request or as ITaaS workload dictates. This position escalates issues to the Manager, MSP Service Desk and secondarily to the Professional Services group when additional technical assistance is required. The System Engineer, Service Desk interacts directly with the customer through ticket resolution and will serve as primary point of contact with the customer. In addition the System Engineer, Service Desk is also responsible for meeting ITaaS SLA’s.

MAJOR RESPONSIBILITIES:

  • Incident-based Issue Resolution
    • Resolve assigned customer technical issues
    • Escalate as required, within a proper timeframe
    • Meet SLA’s
    • Communicate to customers clearly, effectively and professionally
  • Help Desk Escalation and Ticket Overflow
    • Serve as technical escalation point for the Help Desk
    • Service directly assigned tickets in order to ensure SLA’s are met
  • Serve as technical resource for projects
  • Participate in On-Call/After Hours Rotation

ASSIGNMENT, REVIEW AND APPROVAL OF WORK:

  • Who is responsible for assigning and reviewing the work of this position?
    • VP, Managed Services
    • Manager, MSP Projects
    • Manager, Service Desk
    • Team Lead, Service Desk
    • Dispatch

MAJOR CONTACTS:

  • Customers
  • Service Desk
  • Cloud Engineering
  • Professional Services 

MINIMUM QUALIFICATIONS:

  • College degree or equivalent training experience
  • Desire to work in a fast-paced environment within the technology sector
  • Ability to prioritize work to ensure that all timeframes are met
  • 4+ years’ experience in the IT field
  • MCSE or greater certification

SPECIAL SKILLS/EQUIPMENT:

  • Proficiency with Microsoft Office programs (Outlook, Excel, Word, Visio, etc.)
  • Detailed understanding of Virtualization, Servers, Desktops, Enterprise Applications
  • Detailed understanding of Microsoft desktop and server operating systems
  • Detailed understanding of computer networking, including switches, SMB routers and wireless access points
  • Proficiency with Linux preferred
  • Very detailed understanding of Evolve IP product sets within 30 days

MAJOR CHALLENGES:

  • Coordinating work on multiple incidents with varied requirements and product sets for multiple customers simultaneously
  • Time management is critical to ensure the timely issue resolution of Evolve IP customers

DIRECTION OF OTHERS:

  • System Engineer, MSP Service Desk will work with and guide the Help Desk as needed to resolve incident-based customer issues and to meet functional area SLA’s.
  1. KEY PERFORMANCE INDICATORS:
  • SLA Met or Exceeded, Including Escalation
  • Customer Satisfaction
  • Ticket Resolved on First Attempt
  • Clear and Accurate Ticket Time Logging, Communication and Current Internal Notes

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