Position 1: 4 day work week: Thursday thru Sunday from 10:00 pm to 10:00 am night shift - Contractor Pay rate range: $36.00 to $38.00 per hour
Positions 2: 4 day work week: Thursday thru Sunday 10:00 am to 10:00 pm day shift Contractor Pay rate range: $32.00 to $35.00 per hour
Senior Managed Services Engineer is responsible for resolving incoming technical telephone requests, service desk tickets, and email requests for technical assistance on a wide variety of hardware and software applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Sr. Managed Services Engineer role as well as the ability to multitask.
Incident and Request Handling
Provide comprehensive technical support services to support customers
Work within Service Level Agreements, as dictated by contract
Follow defined incident and problem management process to manage, resolve and escalate requests
Use all available Knowledge Management Tools during the incident or request
Take all necessary steps to ensure customer satisfaction
Create and submit detailed notes documenting customer interactions within the ticketing system. Accuracy, thoroughness, and timeliness are key.
Confirm and update customer profile information as needed
Promptly notify management of any potentially "dissatisfied" customers
Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention
Follow all documented procedures to handle open incidents or requests, including monitoring open ticket queues, placing follow up phone calls, etc.
Minimum 5 to 7 years' Service Engineer experience in a Managed Service and Security Operations
4 year degree in computer science or equivalent.
Previous experience working for a Managed Services Provider required.
Use of a ticketing system.
Demonstrated experience troubleshooting and resolving issues with:
local and network printers
Network Administration of Windows Servers
Microsoft Exchange and Remote Desktop Services
LAN/WAN and basic network troubleshooting
Microsoft Office Suite, Windows Operating Systems (Desktop and Server)
Experience with implementation, configuration, migration and monitoring of firewalls, switches, routers, load balancers from following vendors:
Experience IPsoft IPcenter and Kaseya are required
Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment.
6+ months RTH, FTE