Job description

The ideal candidate will be a team player that works well with others, is detail oriented and has a service mindset. The priorities for this role will be assisting in developing standards that result in high levels of client and team member retention.

Responsibilities

• Monitor the status of open projects and tickets to help ensure that our clients requests are resolved in a professional and timely manner.
• Prepare agendas for internal team meetings and run meetings with our technical team
• Help ensure the right resources are appropriately assigned to support tickets and projects
• Work with our project engineering team and our network operations team to help ensure that our teams in sync and communicating at a high level
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• Ensure that team members are following standards for scheduling onsite visits to client locations to help ensure we have appropriate coverage for when clients call for technical support assistance.
• Monitor inventory and help ensure that inventory tracked accurately.
• Assist with monitoring of procurement
• Project scheduling coordination with our lead project engineer.
• Promote proactive and professional communication with our clients.
• Establish good relationships with all departments and colleagues
• Ensure company safety and security standards are met

Qualifications

• Ideally prior experience working in the MSP space (2 Years ) or in a Service Desk role
• General understanding of the technical solutions that are leveraged to help manage our client environments (RMM, backups, security, etc.)
• College diploma or university degree in the field of Computer Science and/or 3 years equivalent work experience
• Experience with desktop and server operating systems including Windows 11, Windows 10, Microsoft Server and Mac OS
• Autotask PSA Experience a plus
• Valid Driver License