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Job DescriptionJob Description

MSP Engineer

At IntegraONE we provide top-notch IT solutions to businesses of all sizes. Our comprehensive services include patching endpoints, server administration, email and Microsoft 365 support, on-site visits, end-user help desk support and more.

We pride ourselves on delivering exceptional customer service and innovative technology solutions to meet our client’s evolving needs.

Key Responsibilities:

• Manage and prioritize incoming tickets client clients, ensuring timely resolution and adherence to service level agreements (SLAs).
• Diagnose and troubleshoot level 1 technical issues reported by clients and or monitoring tools, utilizing a combination of remote tools (where applicable). Escalate tickets to the appropriate next level engineer or teams based on severity, complexity, and technical expertise required for resolution.
• Provide excellent customer service by communicating with clients in a professional and courteous manner, keeping them informed throughout the ticket resolution process.
• Document all ticket interactions, resolutions, and troubleshooting steps accurately and thoroughly in our ticketing systems.
• Proactively identify recurring issues or terns and recommend solutions to prevent future occurrences.  
• Provide desk-side and remote support to clients resolving technical issues related to MSP Service Portfolio (including backups, restores, patching endpoints, server administration, Email, Microsoft 365 support and other IT Services.
• Conduct onsite visits to client locations (where applicable) to perform IT infrastructure assessments, identify opportunities for improvement, and implement recommended solutions.
• Collaborate with MSP Team Lead and other team members to ensure timely resolution of client issues and adherence to service level agreements (SLAs) where applicable.
• Utilize IT Glue and Professional Services Automation (PSA) system to track and mange client tickets, ensuring accurate documentation and timely resolution of issues.
• Assist with the implementation and maintenance of IT solutions, including software upgrades, system migrations, and network configuration.
• Stay up to date on industry trends and best practices in IT service management, continuously improving technical skills and knowledge.
• Develop strong relationships with clients, serving as a trusted advisor and providing proactive recommendations to optimize their environment.
• Participate in team meetings, knowledge-sharing sessions, and training programs to enhance collaboration and professional development.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or related field preferred by NOT required.
• Recommend a minimum of 1 to 2 years of experience in a similar role withing the MSP Industry.
• Strong technical expertise in patching endpoints, server administration, email and Microsoft 365 support, and other IT Services.
• Experience with ticketing systems and ITIL frameworks is a plus.
• Certifications such as CompTIA Network+, CompTIA Security+ are a plus.

Company DescriptionAbout IntegraONE
IntegraONE is looking for a talented team member who has a passion for technology and digital transformation. At IntegraONE, we believe companies and educational institutions that put technology at the center of their business win. This philosophy drives our passion for building better solutions from edge-to-cloud, that empower organizations to be secure, collaborative, and data-driven. As a premier technology solutions provider, IntegraONE has some of the highest credentialed engineers in the country, and a fantastic community built on trust, respect, and support. We know the work we do helps organizations of all sizes and industries to burst through barriers and deliver an exceptional customer experience. IntegraONE has offices in Allentown, Philadelphia, Harrisburg, Wilkes-Barre, and Pittsburgh

Equal Opportunity Employer
IntegraONE is an equal-opportunity employer. All employment-related decisions and practices are free from unlawful discrimination. IntegraONE makes hiring decisions based solely on qualifications, merit, and business needs at the time, and prohibits discrimination against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, age, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, promotion, termination, compensation, benefits, training, etc.Company DescriptionAbout IntegraONE\r
IntegraONE is looking for a talented team member who has a passion for technology and digital transformation. At IntegraONE, we believe companies and educational institutions that put technology at the center of their business win. This philosophy drives our passion for building better solutions from edge-to-cloud, that empower organizations to be secure, collaborative, and data-driven. As a premier technology solutions provider, IntegraONE has some of the highest credentialed engineers in the country, and a fantastic community built on trust, respect, and support. We know the work we do helps organizations of all sizes and industries to burst through barriers and deliver an exceptional customer experience. IntegraONE has offices in Allentown, Philadelphia, Harrisburg, Wilkes-Barre, and Pittsburgh\r
\r
Equal Opportunity Employer\r
IntegraONE is an equal-opportunity employer. All employment-related decisions and practices are free from unlawful discrimination. IntegraONE makes hiring decisions based solely on qualifications, merit, and business needs at the time, and prohibits discrimination against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, age, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, promotion, termination, compensation, benefits, training, etc.

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