Managed Services Engineer II
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Job Description
Managed Services Engineer II providing technical computing support for Logically's customer base. Engaging with customers and internal teams to resolve technical issues and enhance service delivery.
Responsibilities:
- Provide best in class customer service to Logically’s customer base
- Adhere to company values while following best practices and operational procedures
- Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately
- Maintain up to 85% utilization to support key performance indicator attainment and Logically service level agreements
- Drive for continuous CSAT scores to ensure consistent feedback from Logically’s customer base
- Act as an escalation point for Managed Services Engineer I’s
- Troubleshoot issues on a variety of information systems and network devices within complex customer environments
- Update, manage and troubleshoot workstation device connectivity and printer issues
- Work within Active Directory to create and terminate user accounts as part of onboarding/offboarding and reset passwords for related customer environments
- Responsible for implementing appropriate IT procedures, configuring software, and implementing O365 administration functions across multiple platforms
- Perform network troubleshooting, network traffic analysis and debugging
- Manage Anti-Spam Policies and run virus scanning using Logically approved software
- Work tickets based on SLA priority and expiration and update tickets daily
- Support solutions such as email, storage, backups, monitoring and productivity suites
- Account for time by function and by the customer in ConnectWise with a high level of accuracy to include notes detailing customer work status to ensure continuity of service
- Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, plan, and execute the services
- Provide continuous updates and communication on assigned tickets to ensure customers have daily interaction and support
Requirements:
- 2-4 years of experience in a closely related position doing MSP technical support/troubleshooting is preferred but not required
- Certifications preferred in one of the following; CompTIA A+, Network+, Security +, MSFT 365 Fundamentals (MS-900T01), MS 100: Microsoft 365 Identity and Services, Microsoft Certified Professional (MCP) MS AZ-104 - Azure Administrator Associate, Microsoft 365 Certified: Enterprise Administrator Expert
- Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise and Remote Desktop Services preferred
- Experience in LAN/WAN and basic network troubleshooting
- Experience in workstation and laptop hardware support, including backup software configuration experience with common data protection applications
- Experience with Anti-Virus configuration with more than one A/V solution
- Experience with Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server) and Kaseya is a plus
- Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment
- Strong interpersonal skills, including verbal and written communication skills along with excellent listening skills
- Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
- Business acumen; translating business requirements into related solutions
- Flexible and able to remain calm in times of stress while managing multiple priorities at one time
- Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
- Sound problem-solving technique with ability and persistence to generate options and select the best solution
- Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
- Ability to communicate effectively with customers and various levels of management both verbally and in written form
- Ability to manage multiple projects in a fast-paced environment
- Team player mentality and willingness to share knowledge with others
Benefits:
- Competitive compensation and benefits
- Opportunities for professional development and advancement
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