Managed Services Technician II

3 months ago

Cleveland, United States Fortress SRM Full time
Job DescriptionJob DescriptionCompany Description

MCPC is a global endpoint management company focused on improving performance, security and sustainability for our clients. MCPC has a purpose, a strategy, and a set of values that animate everything we do.  We provide a wide range of services to our clients including Managed Security, Technology Logistics, IT Talent Solutions and IT Asset Management and Disposition. MCPC has consistently been recognized as one of the top companies in the area to work for and we are proud to have employee retention rates that far exceed the national average. MCPC has a strong commitment to Diversity and Inclusion as well as our Early Talent Program that offers opportunities for people of every education level. MCPC also has a strong commitment to giving back to the community through a variety of means including The Foundry, www.clevelandfoundry.org, which was created by our Founder/Chairman Michael Trebilcock.

Core Values

Principle

Understanding our client’s needs by applying the appropriate people, process, and technology to achieve the desired outcomes

Quality

Tailoring our services to each client’s individual circumstances by maintaining rigorous quality control that is accountable and predictable

Respect

We welcome the unique contributions of each member of the team by striving to communicate, listen and collaborate in everything we do.

Advancement

MCPC offers employees opportunities to enhance their skills and grow as people (career pathing for example).  

Innovation

MCPC Pioneers new approaches to technology management by measuring and quantifying the value of our services.

Community Commitment

We engage with organizations that address educational, cultural, and social needs.   We achieve this by enhancing career development, recreational and educational opportunities for the communities we serve.

Job Description

Position Overview

Managed Services Technician is the second layer of escalation. This position provides remote technical support and assistance to end-users of all levels, with a broad variety of software and hardware issues.  The SOC operates 24x7, this position will have a work schedule of 9:30am - 6:00pm Monday – Friday.

Responsibilities

  • Diagnose and triage level two technical support problems for our customers, including remote, telephone, and email support.
  • Answer questions on technical issues and resolve user problems.
  • Assist in scheduling and dispatching of technicians and engineers.
  • Work with engineers to troubleshoot and detail difficult problems as needed.
  • Assist in maintaining documentation and instructions for service desk issues
  • Provide accurate and timely logging of problems and resolutions in appropriate systems.
  • Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
  • Active Directory, Azure
  • LAN/WAN connectivity
  • Firewall Configuration (VPN, port forwarding, etc.)
  • Understanding of a network - switches, routers and wireless access points
  • Group Policy Objects
  • Microsoft:  Intune/Autopilot, 365, power automate.
  • SharePoint
Qualifications

Experience and Skills Required

  • Excellent problem-solving skills.
  • Must be self-motivated.
  • Ability to thrive and help foster a positive team environment.
  • Ability to prioritize and accomplish all given tasks in a timely manner
  • Ability to learn quickly and retain knowledge of a wide variety of system.
  • Must have superior customer service and communication skills- ability to effectively communicate with both technical and non-technical users.
  • Extensive knowledge of trouble shooting of operating systems (Windows 10, MacOS, and iOS).
  • Knowledge of computer hardware trouble shooting.
  • Basic knowledge of server operating systems (Windows)
  • Basic knowledge of VMWare troubleshooting systems a plus.
  • Basic understanding of LAN /WAN technologies.
  • Understanding of IT security needs and procedures

Experience/Education/Certifications:

Required:

Bachelor’s degree in computer science, management information systems or related field plus 2 years of work experience

OR

Associates degree plus 3 years of work experience

OR

4 years of work experience  

 

Preferred:

CompTIA Network+ or Security +

MCSE

MCSA Server 2016

Office 365

 

 

***This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their manager. 

 



Additional Information

Physical Requirements: 

The physical requirements of this job include frequent sitting with occasional walking around, carrying light objects, grasping, and reaching for things, rare stooping/crouching, clarity of vision, speaking and listening ability.  The mental requirements of this job include general intelligence, motor coordination skills, coordination of hands, eyes and feet, verbal, and numerical intelligence.  The workplace environmental conditions are that of a temperature controlled and clean office setting.  Occasional driving to other office or customer locations.  

Regular attendance and punctuality are an essential job function of this position.  In addition, the duties of this job need to be performed inside of our offices (unless authorized due to extraordinary circumstances by your manager and Human Resources) for the purpose of interaction and collaboration with colleagues and/or clients as necessary, the ability to adequately supervise the associate, and/or the availability of necessary equipment utilized for regular job functions.  

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform other job- related duties requested by their supervisor. 

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