Managed Services Engineer L1 Job at BECA, Alpharetta, GA

VGNOQmo0ek90c1R0NWVXUTZFa2ZvR3BVZGc9PQ==
  • BECA
  • Alpharetta, GA

Job Description

Job Description

Job Description

Description:

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
Requirements:

Job Tags

Shift work,

Similar Jobs

Carney, Sandoe & Associates

Spanish and Latin Teacher Job at Carney, Sandoe & Associates

 ...Scheduling and preparing students for oral and written examinations. Monitoring student's progress by writing up reports and grading assessments. Organizing feedback sessions with students and their parents if applicable. Providing suggestions for further learning... 

Option Care Health Inc.

Intake Specialist, Infusion Clinics Job at Option Care Health Inc.

 ...with acute and chronic conditions in all 50 states. Through our clinical leadership, expertise and national scale, Option Care Health...  ...forward. Willingness to work collaboratively with other intake specialists, clinicians and team members Demonstrated attention to... 

Marquis Companies

Resident Care Manager - RN Job at Marquis Companies

Overview: Resident Care Manager (RCM) - RN JOIN AN OUTSTANDING TEAM! Marquis Companies has been in business since 1989. Marquis Companies is a growing and dynamic healthcare organization that employs several thousand employees across California, Oregon and Nevada.... 

myMDcareers

Nephrologist Physician (Tampa) Job at myMDcareers

Well-established multi-specialty group in Tampa continues to experience growth. The group is now looking to add a BE/BC Neurologist . Position details: # Mix of inpatient and outpatient work # Guaranteed base salary with bonus plan # Great benefits # Physician...

Donut Media

Video Editor Job at Donut Media

 ...Video Editor Donut Media is looking for freelance video editors to join the team and edit world-class automotive videos for YouTube. Candidates must have passion and expertise for editing in the YouTube space, along with a drive to continuously grow, acquire new technical...