MSP Level I Engineer

Miami Lakes, FL
Full Time
Ten4 - Miami Lakes, FL
Experienced
Job Summary:
As an MSP (Managed Service Provider) Level 1 Engineer, you will be responsible for providing frontline technical support to clients, addressing their IT issues promptly and effectively. Your role will involve troubleshooting, diagnosing, and resolving common technical issues, as well as escalating complex problems to higher-level engineering teams when necessary. This position requires strong technical aptitude, excellent communication skills, and a commitment to delivering high-quality customer service.
Key Responsibilities:
  1. Technical Support: Provide first-line technical support to clients via phone, email, or ticketing system, resolving issues related to hardware, software, and network infrastructure.
  2. Issue Resolution: Diagnose and troubleshoot technical problems reported by clients, utilizing remote access tools and diagnostic utilities to identify root causes and implement timely solutions.
  3. Documentation: Maintain accurate and detailed records of all client interactions, including issues reported, actions taken, and resolutions achieved, in the ticketing system or knowledge base.
  4. Escalation: Escalate complex or unresolved issues to Level 2 or Level 3 engineering teams, providing comprehensive documentation and relevant information to facilitate further investigation and resolution.
  5. Client Communication: Communicate effectively with clients to gather additional information about reported issues, provide status updates on ongoing investigations, and ensure client satisfaction throughout the support process.
  6. Proactive Monitoring: Monitor client systems and networks using remote monitoring and management (RMM) tools, identifying and addressing potential issues before they escalate into critical problems.
  7. Routine Maintenance: Perform routine maintenance tasks such as software updates, patches, and system configurations to ensure the stability and security of client environments.
  8. Knowledge Sharing: Contribute to the knowledge base by documenting common issues, troubleshooting steps, and best practices, enabling self-service resolution for both clients and internal teams.
  9. Adherence to SLAs: Adhere to service level agreements (SLAs) established with clients, ensuring timely response and resolution of support requests within agreed-upon timeframes.
  10. Continuous Learning: Stay up-to-date with emerging technologies, industry trends, and best practices in IT support and service delivery, continuously improving technical skills and knowledge.
Qualifications:
  • Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
  • Previous experience in a technical support role, preferably in an MSP or IT services environment.
  • Strong understanding of computer systems, networks, and common IT infrastructure components.
  • Proficiency in troubleshooting Windows and/or Linux operating systems, as well as common business applications and productivity suites.
  • Familiarity with remote support tools, ticketing systems, and diagnostic utilities.
  • Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users effectively.
  • Certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
Additional Information:
  • This position may require occasional after-hours or weekend work to handle urgent issues or participate in on-call rotations.
  • Collaboration with other engineering teams, project managers, and account managers may be necessary to resolve complex issues or implement new solutions.
  • A customer-focused mindset, attention to detail, and the ability to work well under pressure are essential for success in this role.
Note: This job description is intended to convey information essential to understanding the scope of the role and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may evolve over time based on business needs and the individual's performance.
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