Description
Why clients love us:
We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!
The Value You Bring
As a member of the Managed Operations Center, the Asset Management/Configuration Technician will act in a dual role to support the Customer Support and Asset Management teams. They will demonstrate exceptional customer service in answering incoming client calls and emails, as well as configuring new desktops/laptops, enabling accounts, and assisting with the management of inventory for managed services clients in a 24/7/365 environment. They will be responsible for the following:
What You’ll Do
- Assists with the management of IT assets and inventory for Managed Solution and assigned clients.
- Assists with tasks related to managing asset life cycles and maintenance schedules to improve quality control of assets, including software, hardware, and cloud technologies.
- In conjunction with the Asset Managed/Configuration Specialist, helps to correctly configure new and reissued desktops/laptops in accordance with client requirements and Managed Solution protocols/documentation.
- Ensures timely receipt of issued assets by creating and affixing shipping labels, packaging items in a secure manner, and delivering outgoing packages to shipping vendors as needed.
- Receives inventory shipped to the office, including documenting serial numbers, warranty information, packing slips, etc., in accordance with company, client, and department standards, coordinating with the Procurement department and Asset Management/Configuration Specialist, as needed.
- May assist with audits of company assets in coordination with Asset Management/Configuration Specialist.
Technical Operations Responsibilities
- May act as “remote hands” for other departments to assist with equipment shipped to Managed Solution’s headquarters, including equipment processing or configuration.
- May act as a backup for client onsite technical support teams, providing technical issue resolution and systems administration activities at client locations, as guided by a Technical Account Manager or vCIO.
CSR Responsibilities
- As required to ensure appropriate coverage and timely responses to incoming client requests, answers incoming help desk inquiries via phone and email, providing a positive first impression of our company.
- Uses entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry.
- Creates a ticket for each interaction via Connectwise ticketing system and assigns the ticket to the appropriate team member for resolution.
- Monitoring ticket boards for status and managing assignments to ensure tickets are responded to by Technical Support Specialists within the appropriate timeframe for each ticket’s priority level, communicating with the appropriate parties and performing follow-up actions to ensure tickets move timely through the resolution process.
- Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients.
- Documenting client communication and resolution efforts via internal ticketing system.
Other
- Complies with all company policies and procedures.
- Maintains a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
- Other responsibilities as assigned.
Requirements
What makes you a fit:
- An associate’s degree in computer science or related field or 1+ years of troubleshooting experience (networking, server/OS, desktop, virtualization) preferred. 1+ year of customer service experience in a process-oriented environment required. Equivalent combinations of education and/or experience will be considered. Previous experience in a multi-client Managed Services and/or Managed Security Operations Center helpdesk environment is strongly preferred.
- Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members.
- Demonstrated history of taking ownership/accountability of assigned tasks.
- Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment.
- Excellent verbal and written English communication skills along with exceptional interpersonal skills.
- Demonstrated integrity and the ability to maintain client confidentiality.
Technical Skills/Competencies
- Proficiency in Office365 administration and troubleshooting highly desired. Additional knowledge of public/private cloud (e.g., Azure) and virtualization technologies a plus. Experience creating and configuring accounts in Office365 is desired.
- Experience using Microsoft SCCM or Intune to deploy images is preferred.
- Microsoft or other technical certifications (CompTIA A+, Network+, AZ-900, MD-100, MD-100, MS-900) highly desired and may become required for continued employment.
- Proficient troubleshooting skills in a Windows environment, including desktop and server OS.
- Basic knowledge of Microsoft Exchange, Active Directory, and LAN/WAN administration and concepts including DHCP, DNS, VLAN's, firewalls, NAT, wireless technology, and the ability to configure switches a plus.
- Knowledge of Cybersecurity, Network Monitoring, and Endpoint Management tools: Perch, LogicMonitor, SentinelOne, etc.
- Previous experience working within ticketing systems preferred (ideally Connectwise)
- Apple/Macintosh/iPhone/iPad troubleshooting experience a plus!
Compensation & Benefits*
Base Wage Range: $20.00 to $27.00 per hour
Managed Solution considers a range of factors when determining an appropriate wage. Such factors include but are not limited to: years of related experience, industry knowledge, formal education, relevant certifications, and geographic location. Candidates should note that it is not typical for new hires to enter a position at the highest end of a position’s pay range. Wages are paid as earned and in accordance with Company policies.
Additional Perks
- PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
- 40 hours of Sick Time per calendar year
- 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days
- Holidays – Managed Solution celebrates 7 paid holidays each year
- Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
- Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs)
- Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7
- $100K Life/AD&D policy provided for all employees, free of charge!
- Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
- $80/Month Cell Phone + Internet Reimbursement
- All Company compensation and benefits programs are subject to Company policy and plan documents and are subject to change at Company’s sole discretion. Some programs may differ based on eligibility/availability/regulations in an employee's home state or locale.
Why Our Employees Love Working Here
We believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive.
As we grow, we are anchored and driven by our Core Values: I
- Integrity – We demonstrate consistent, trustworthy behavior. We are honest with everyone, take ownership (even in the face of failure), and do the right thing... even when no one is looking.
- Heart – We show genuine care for our community, our customers, and our culture. We believe people are at the heart of IT! We are authentic, inclusive, and take time to celebrate and enjoy one another's company.
- Innovation – We cultivate a diverse work environment and forward-thinking business by supporting an open exchange of ideas, driven by creativity and collaboration. We're dedicated to consistently delivering excellence through a ‘yes- to- what’s-next’ attitude.
- Teamwork – We work together and support one another to achieve a clear, common goal, while taking accountability for our own contribution's and the overall team's success.
Inclusion & Equal Opportunity Employment
We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Managed Solution are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation.
At Managed Solution we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Physical Demands
The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver 10 pound objects and occasionally lift and maneuver 50 pound objects; to communicate in written and spoken English; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Managed Solution is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation. Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards. Must be able to talk, listen and speak clearly on telephone.
E-Verify Participation
Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Managed Solution participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information, see https://www.uscis.gov/e-verify.
Application Information And Hiring Timeline
Due to the ever-changing hiring needs of our Company, Managed Solution accepts applications for this role on an ongoing basis. If you have applied previously but have not been selected, please feel free to apply as often as monthly if you remain qualified, eligible, and interested in the position as outlined herein. Use the “apply” button to submit your application*.
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