Department: Managed Services - Managed IT
Reports To: MIT Service Delivery Manager
FLSA Status: Full Time / Exempt
This position provides remote and onsite escalation technical support for Managed IT clients.
- Respond to support requests escalated by the Service Desk Engineers
- Troubleshoot according to best practices and standard operating procedures
- Escalate to and/or collaborate with Senior Systems Engineers when necessary
- Adhere to communication standards and enter detailed notes on all support tickets
- Contribute to division initiatives, best practices, and process improvement
- Daily consistent and accurate utilization reporting and ConnectWise Manage calendar usage
- Demonstrate core values on a daily basis including:
- Excellent professionalism and a positive attitude
- Consistent usage of standard operating procedures and tools
- Engaging in mentoring process
Job Related Dimensions - Strong knowledge in the following areas:
- Active Directory and Windows Server administration
- Azure infrastructure design and administration
- Network design, implementation, and troubleshooting
- Standard software suites (Microsoft 365, Adobe, ect)
- Preferred experience working with the following systems (or similar systems):
- ConnectWise Manage
- ITGlue
- Microsoft Teams
- Flexibility in travel requirements within assigned client regions
- Willingness to mentor and develop other support team members.
- Willingness to continue building knowledge through training and certifications.
- Track record of integrity and trustworthiness with confidential/sensitive information.
- Ability to plan, organize, and multi-task in a fast-paced environment.
- Demonstrate confidence with a high degree of professionalism.
- Very strong attention to detail and problem-solving skills are essential.
- Takes ownership of job responsibilities with personal pride and accountability.
- Very prompt, hardworking, and loves what they do.
- Ability to work independently with little supervision required.
- Ability to remain calm while working under pressure in a busy environment.
- Ability to work within the timeframe of standard policies and procedures and not miss deadlines/due dates.
- Ability to maintain confidentiality related to sensitive company and employee information.
- Proficiency in MS Word, Excel, and Outlook is essential.
- Excellent time management and leadership skills.
- Excellent written and verbal communication skills.
- Strong professionalism and organizational and planning skills.
- Regular and reliable attendance.
- Key Measures:
- Daily use of ticketing system (ConnectWise Manage), accurate utilization reporting, and calendar usage
- Adherence to ITIL and ITSM standards set by the organization
- Minimum billing utilization of 75%
Qualifications - Experience:
- Bachelors/associate degree in computer information systems.
- 4+ years related remote and/or field work experience.
- Additional experience can be substituted for education.
- Desired certifications:
- Azure Administrator (AZ-104)
- CCNA (or SonicWall equivalent)
- Microsoft Identity and Access Administrator (SC-300)
- VMware VCTA or Hyper-V specialization
Physical Demands & Work Environment - Ability to sit at a desk for prolonged periods of time
- Ability to talk on the phone and work with various computer tools and applications
- Ability to type and compose written communication in various forms
- Ability to travel to customer locations on a regular basis
- Ability to work on your feet for long periods of time on a regular basis
- Ability to lift 50+lbs on occasion
UBEO offers a competitive compensation package. UBEO also offers excellent benefits that include medical, dental, vision, life, flexible spending account options as well as other supplemental benefits. UBEO also offers a 401k Retirement Plan with company match upon eligibility. Submit your resume to Human Resources today!
Remuneration for this role: $85,000 - $100,000. Individual compensation packages are competitive and commensurate based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons.
