Respond to and resolve service incidents in accordance with existing procedures and service level agreement.
Track time, communicate and work via our ConnectWise Manage PSA and our Chat Support Application.
Liaise with internal teams, vendors and client contacts.
Help identify areas where Standard Operating Procedures (SOPs) don’t exist or need further work, and create and improve those processes.
Installation, configuration and troubleshooting of workstation, server and cloud applications.
Triage incoming CTS and client technical requests. This includes picking up the phone all the time.
Complete all work assigned by the Service Delivery Supervisor and Service Delivery Coordinator.
Ensure the prompt and thorough documentation of all work done via our ticketing system, ITGLUE, and other tools.
Have 1 on 1’s with supervisor to discuss performance and overall career goals.
Ensure timesheet is kept impeccable on a daily basis with accurate time entries in order to better understand client and company resource demands and any needs thereof.
Accountable to KPIs & Metrics that will include Client Satisfaction Scores (CSAT), Ticket quality, timesheets, reliability, communication, meeting ticket SLA’s as well as less visible metrics that align with our Company Core Values
Deliver white-glove support by ensuring timely, professional, and high-quality service to all clients

Requirements

Self-motivated, with excellent time management skills and ability to handle and adapt to changing priorities and special projects in a high growth environment.
Great communications skills, founded in being a good listener and professional speaker. Overall strong oral and written communication skills.
2+ years of experience in a customer facing, technical services environment, with a strong commitment to customer service. MSP experience is a major plus.
Experience with networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP, and QoS.
Experience in WAN/LAN networking including routing, switching, security, and load balancing.
Experience in WLAN technologies including, but not limited to, Meraki, UniFi, and Cisco.
Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem;
Experience in Network Attached Storage (NAS);
Experience with Grand Stream or other Asterisk based PBX (Phone) systems;
Experience with Android, iOS, Google Workspace, Entra and Office365;

Benefits

Competitive compensation
Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Employee Assistance Program (EAP)
Retirement Plan (401(k)) with company match
Commuter Benefits
Short-Term Disability Insurance fully paid by the company
Long-Term Disability Insurance fully paid by the company
Life and AD&D Insurance, with optional Supplemental Life Insurance
Paid Time Off, including Paid Parental Leave
10 Holidays
2 Floating Holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

networking protocolsTCP/IPBGPOSPFVPNIPSECVoIPQoSWAN/LAN networkingWLAN technologies

Soft skills

self-motivatedtime managementadaptabilitycommunication skillslisteningprofessional speakingcustomer serviceproblem-solvingteam collaborationperformance accountability