Role Purpose:

The role of Managed Services Engineer, L1 is to assist users with issues by phone and by ticket. The Managed Services Engineer, L1 is responsible for following the documented procedures for support, monitoring the ticket gateway, and maintaining ticket and phone SLA. 

Responsibilities

• Ticketing System: All time is documented daily (activities, projects, tickets) in the moment of task. Complete & detailed notes for work completed. Priority 2 or higher tickets should be handed off before the end of shift. Priority 3 tickets should be scheduled or in a waiting status at end of every shift. Monitor the ticket gateway when phones are slow, or a dispatcher is not available.
• IT Glue: Escalate issues by following the “Escalation Expectations” article in ITGlue. Document new findings by updating old articles. Create new articles when service or task is not documented.
• Service Desk Phone Que: Answer client calls offered. Stay logged into platform during all working hours. Handle afterhours and Oncall shifts from time to time.
• Communication: Clear and productive communication with other teams and customers.
• Travel: Travel to client locations as assigned by service coordinator.

Expectations

• Maintain established ticket SLA on phones and tickets as defined by Manager
• Work and document established billable hours each week
• Maintain CSAT score as defined by Manager
• Timesheet for Previous week submitted by end of shift Monday
• Available for on-call weeks and all hands on deck outages
• Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly

 Technical Proficiencies

• Ticketing software - Incident management and allocating time to tickets being worked
• Active Directory - Basic knowledge of security groups, group policy fundamentals, and how domain controllers work
• Microsoft Windows/Servers - Basic knowledge of MS Windows, differentiate between physical/virtual servers, knowledge in patching and maintenance
• Microsoft 365 - Basic knowledge of user account management and unified communication platform management
• Networking - Basic knowledge of network troubleshooting skills, DHCP & DNS, understanding of ping, mslookup, traceroute
• Maintain suggested vendor and technical certifications for authorizations
• Software as assigned