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Managed Services Provider Engineer
2 months ago
Managed Services Provider Engineer
At IntegraONE, we deliver exceptional IT solutions tailored for businesses of all scales. Our extensive offerings encompass endpoint patching, server management, Microsoft 365 support, on-site assistance, and end-user help desk services. The ideal candidate should possess a blend of technical expertise and business insight, enabling effective communication and support for our clientele.
We are committed to providing outstanding customer service and innovative technology solutions that adapt to our clients' changing requirements.
Key Responsibilities:- Oversee and prioritize incoming client requests, ensuring prompt resolution and compliance with service level agreements (SLAs).
- Identify and resolve level 1 technical issues reported by clients or monitoring systems, utilizing remote tools as necessary. Escalate complex issues to higher-level engineers or teams based on urgency and required expertise.
- Deliver exceptional customer service by engaging with clients in a professional manner, keeping them updated throughout the resolution process.
- Accurately document all interactions, solutions, and troubleshooting procedures in our ticketing systems.
- Proactively identify recurring issues and propose solutions to mitigate future occurrences.
- Provide both desk-side and remote support to clients, addressing technical challenges related to our Managed Services Portfolio, including backups, restorations, endpoint patching, server management, and Microsoft 365 support.
- Conduct assessments at client locations to evaluate IT infrastructure, identify areas for enhancement, and implement suggested improvements.
- Collaborate with the MSP Team Lead and colleagues to ensure swift resolution of client issues and adherence to SLAs.
- Utilize IT Glue and Professional Services Automation (PSA) systems to track and manage client requests, ensuring precise documentation and timely issue resolution.
- Assist in the deployment and upkeep of IT solutions, including software updates, system migrations, and network configurations.
- Stay informed about industry trends and best practices in IT service management, continuously enhancing technical skills and knowledge.
- Build strong relationships with clients, acting as a trusted advisor and offering proactive recommendations to optimize their IT environments.
- Engage in team meetings, knowledge-sharing sessions, and training initiatives to foster collaboration and professional growth.
- Bachelor's degree in Information Technology, Computer Science, or a related field is preferred but not mandatory.
- A minimum of 1 to 2 years of experience in a similar position within the Managed Services Provider industry is recommended.
- Strong technical abilities with a proven track record of troubleshooting and resolving a diverse range of issues.
- Expertise in endpoint patching, server management, Microsoft 365 support, and other IT services.
- Familiarity with ticketing systems and ITIL frameworks is advantageous.
- Certifications such as CompTIA Network+ and CompTIA Security+ are beneficial.
