Logically is the leading provider of Managed IT Services to small and midsize organizations. We help our customers leverage the power of information technology to achieve their goals by becoming their trusted IT ally. Since 1999, we have made IT management easy and secure for hundreds of corporations, healthcare organizations, non-profits, and public sector agencies. We provide complete IT outsourcing to business leaders, and augmentation services to IT teams.
We are recognized for our outstanding customer service, technical depth, and operational excellence. Our best-in-class service delivery is powered by two pillars, OpLogicTM and Care Teams. OpLogic is our unique cloud-based IT management system that allows your IT environment to self-heal, increasing uptime and reducing security risks. Dedicated Care Teams are how we deliver our deep and wide-ranging technical expertise while providing personalized service and the familiarity of a trusted ally.Why Work for Us:
- A culture of “absolutely doing the right thing,” that values taking care of colleagues, clients, and our community
- An opportunity to work with cutting-edge technology and ambitious and talented colleagues
- A fun work environment and a focus on ensuring a good work-life balance
- Competitive wages and benefits to ensure we attract and retain the best staff
- Opportunities to grow and develop personally and professionally
Job Summary: The Managed Services Engineer I will be a part of the onsite Staging & Builds team in our Raleigh, NC office. This role will be a representative of the company and will interact daily with all levels of the customer’s workforce, from C-level to business and technical end-users. Working to efficiently close tickets with a high level of accuracy, you will be a customer-focused technician that works in one of our regional offices full-time to setup client endpoints and work with our projects team to stage client infrastructure.Job Duties & Responsibilities:
- Manage the status of open tickets and complete technical and operational tasks to resolve issues and close tickets efficiently and correctly
- 85% Utilization required
- Work tickets based on SLA priority and expiration and update tickets daily
- Account for time by function and by the customer in ConnectWise with a high level of accuracy to include notes detailing customer work status to ensure continuity of service
- Completion of any other ticket classifications in adherence with the ITIL system of Service Delivery (Type, Subtype, Item, as needed)
- Deliver outstanding customer service on-site and remotely to customers
- Communicate progress and advise customers on account status, and changes, make suggestions, serve as coach regarding products/services and through processes
- Communicate and strategize with POD members on high-priority problems, critical status changes, customer matters, call aging, and training
- Based on customer and company needs, work after hours and on weekends for scheduled projects and in emergency situations
- Configuration, deployment, and installation of end-user workstations and client computers.
- Installation of hardware to desktops, laptops, and servers. Including ram, storage drive, and graphics upgrades.
- Preparing and staging network devices (servers, switches, firewalls) for remote configuration
- Create and Maintain client standard operating procedures for computer builds.
Qualifications:
- College Degree not required, on the job technical support experience preferred
- Minimum 1 year of experience in a closely related position doing MSP technical support/troubleshooting is preferred but not required
- Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise, and Remote Desktop Services preferred
- Experience in LAN/WAN and basic network troubleshooting
- Experience with Kaseya is a plus
- Experience with Imaging Solutions is a plus (MDT, WDS, ETC)
- Experience with Microsoft Active Directory and Azure AD
- Understanding of Windows and Mac Operating systems, including but not limited to reinstallation of operating systems.
- Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server)
- Basic PowerShell and or relevant Scripting Abilities are a plus
- Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment
- Strong interpersonal skills, including verbal and written communication skills along with excellent listening skills
Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.#LI-SD1
