MSP Engineer (Allentown, PA)

MSP Engineer

At IntegraONE we provide top-notch IT solutions to businesses of all sizes. Our comprehensive services include patching endpoints, server administration, email and Microsoft 365 support, on-site visits, end-user help desk support and more.

We pride ourselves on delivering exceptional customer service and innovative technology solutions to meet our client’s evolving needs.

Key Responsibilities:

• Manage and prioritize incoming tickets client clients, ensuring timely resolution and adherence to service level agreements (SLAs).
• Diagnose and troubleshoot level 1 technical issues reported by clients and or monitoring tools, utilizing a combination of remote tools (where applicable). Escalate tickets to the appropriate next level engineer or teams based on severity, complexity, and technical expertise required for resolution.
• Provide excellent customer service by communicating with clients in a professional and courteous manner, keeping them informed throughout the ticket resolution process.
• Document all ticket interactions, resolutions, and troubleshooting steps accurately and thoroughly in our ticketing systems.
• Proactively identify recurring issues or terns and recommend solutions to prevent future occurrences.
• Provide desk-side and remote support to clients resolving technical issues related to MSP Service Portfolio (including backups, restores, patching endpoints, server administration, Email, Microsoft 365 support and other IT Services.
• Conduct onsite visits to client locations (where applicable) to perform IT infrastructure assessments, identify opportunities for improvement, and implement recommended solutions.
• Collaborate with MSP Team Lead and other team members to ensure timely resolution of client issues and adherence to service level agreements (SLAs) where applicable.
• Utilize IT Glue and Professional Services Automation (PSA) system to track and mange client tickets, ensuring accurate documentation and timely resolution of issues.
• Assist with the implementation and maintenance of IT solutions, including software upgrades, system migrations, and network configuration.
• Stay up to date on industry trends and best practices in IT service management, continuously improving technical skills and knowledge.
• Develop strong relationships with clients, serving as a trusted advisor and providing proactive recommendations to optimize their environment.
• Participate in team meetings, knowledge-sharing sessions, and training programs to enhance collaboration and professional development.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or related field preferred by NOT required.
• Recommend a minimum of 1 to 2 years of experience in a similar role withing the MSP Industry.
• Strong technical expertise in patching endpoints, server administration, email and Microsoft 365 support, and other IT Services.
• Experience with ticketing systems and ITIL frameworks is a plus.
• Certifications such as CompTIA Network , CompTIA Security are a plus.