Level 2 Tech Support

1 week ago

Red Bank, United States Enterprise Engineering Inc. (EEI) Full time

MSP Engineer - Level 2 Tech Support

5 days on site

Red Bank, NJ

Long Term Consulting


Seeking an experienced Managed Services (MSP) Engineer. The MSP Engineer will work closely with businesses and other organizations to develop tech solutions that help solve a client's specific business needs. The MSP Engineer will also manage and monitor networks, systems, and devices for assigned Clients and develop and plan long-term IT projects and strategies.

OBJECTIVES OF THIS ROLE:

  • Provide excellent Client service and consistently work to exceed Client's expectations.
  • Demonstrates excellent communication, both written and oral.
  • Has and can demonstrate true level 2 engineering skillsets in typical MSP platforms.
  • Perform Level 1/2 outstanding technical support (in person, on the phone, and via remote sessions).
  • Ensure tickets are updated with detailed technical notes and are resolved correctly the first time.
  • Complete technical training and exams as needed for partnership levels.
  • Travel to Client sites in NJ, NY, and PA areas, as needed.
  • Triage incoming requests via phone and email.
  • Determine priority, create, and track tickets in the Help Desk Software system (Autotask).
  • Assist with training of junior engineers and documenting procedures and tasks.
  • Resolve as many tickets as possible meeting SLAs.
  • Implement processes and procedures to track and fulfill tasks outlined in Client MSP offerings.
  • Assist with onboarding and offboarding clients.
  • Assist team members with onsite support as necessary.
  • Meet/exceed tickets.
  • Create and implement Service Desk SLA's and PKI's.
  • Assist with updating/creating Client documentation.
  • Provide technical assistance for all IT related hardware as needed.

POSITION REQUIREMENTS:

  • A+ certification preferred
  • Knowledge and experience using remote access tools
  • Excellent communication skills (verbal and written)
  • Previous experience providing customer support over the phone
  • Effective time management skills
  • Passion to provide outstanding customer service
  • Sound troubleshooting skills with an aptitude for problem-solving
  • Can do/service-oriented attitude
  • Energetic about taking on new tasks and learning
  • Able to prioritize and handle multiple tasks with minimal oversight
  • Focus on teamwork and collaboration
  • Ability to work independently towards goals
  • Highly motivated and flexible
  • Excellent work ethic and highly organized
  • Ability to interface with all levels of the organization
  • Strong Desktop hardware Experience

REQUIRED SKILLS & QUALIFICATIONS:

  • College degree preferred or an equivalent of education.
  • MSP experience.
  • 3-5 years' experience in a Help Desk / End User / Desktop support environment
  • Must be able to perform multiple tasks, handle multiple priorities, and perform exceptionally under high-stress conditions.
  • Experience with MS Server environments: Active Directory, File Share, Group Policy.
  • Experience with MS Server environments: Active Directory, Windows 10, 11,
  • Experience with MS Server environments: MS 365 administration and security.
  • Knowledge of computer operations and standard software packages (MS Office Suite, Adobe).
  • ▪ Experience with Kaseya Autotask PSA a plus.

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