Tier II MSP Workstation Engineer

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Published: February 7, 2020
Location
Earth City, IL
Job Type
Salary
Based on Experience

Description

The MSP Engineer – Tier II applies professional principles, practices and techniques to the MSP team ensuring a high level of customer satisfaction. This role has responsibility of MSP Tier II ticket resolution, On-call rotation, and customer satisfaction.

Essential Duties & Responsibilities

  • Ensure that all tickets are resolved within established SLA’s.
  • Escalate tickets as necessary to ensure customer satisfaction and proper metrics.
  • Transfer knowledge to team members to ensure proficient ticket resolution.
  • Assess issues and identify solutions to meet productivity, quality and customer goals.
  • Proactively communicate ticket status, issues & risks to management to customer and management.
  • Follow company policies, procedures, and methodologies.
  • Customer site visits as needed for issue remediation.
  • Participate in the afterhours on call rotation.
  • Document all tickets thoroughly.
  • Become and remain proficient in all programs necessary to perform the everyday duties of this position.
  • Other duties as assigned

Experience (Not all is required but must have strong mixture of skills)

  • MCITP, MCSA, CompTIA Network +, or CompTIA A+ is a plus.
  • Entry level with College/Technical Degree or 5+ years in Service Desk/Help Desk environment.
  • Experience in Managed Service Provider (MSP) environment preferred.
  • Microsoft OS - Advanced skills in Microsoft Server /2012/2016/2019.
  • Microsoft OS - Windows 7, 8, 10.
  • Experience with installation and maintenance of computer software, hardware and peripherals.
  • Become and remain proficient in all programs necessary to perform the everyday duties of this position.
  • Proficiency in MS Office Products is required.
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