Managed IT Services Professional

3 days ago


Appleton, Wisconsin, United States EDCi Full time
Job Summary

We are seeking a highly skilled Managed Services Engineer to join our team at EDCi. As a key member of our technical support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:

  • Respond to IT system generated alerts and tickets, providing technical problem identification and troubleshooting as needed.
  • Track metrics around infrastructure performance and service requests, preparing and presenting service reports to clients.
  • Ensure client-specific operational practices are implemented and adhered to, including those with compliance requirements.
  • Determine areas for process improvements within both internal processes and client infrastructure.
  • Manage client documentation, communications, meetings, and required meeting follow-ups.
  • Provide help desk services for EDCi employees.
  • Act as a main point of contact for customer change requests, logging tickets, ensuring resources are assigned, and performing follow-up and status reporting.

Requirements:

  • 1-3 years' experience in customer support.
  • Associates or Bachelor degree in a computer-related field is preferred.
  • A+ and/or Help Desk Analyst certifications are a plus.
  • Experience supporting standard hardware and software applications.
  • Proficient in using the Microsoft Office Suite.
  • Experience providing technical support.
  • Ability to meet deadlines and work independently.
  • Exceptional follow-up and organizational skills.
  • Excellent interpersonal and problem-solving skills required to serve a diverse customer base.
  • Self-starter who takes initiative and works well in a team environment.
  • Strong written, verbal, and non-verbal communication skills with internal and external customers.

What We Offer:

  • Remote work from home.
  • Paid holidays, vacation, and sick time.
  • Bring Your Own PC Policy.
  • Cell phone reimbursement.
  • Funded training and certifications.
  • Health, dental, and vision insurance.
  • 401K match.

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