Job Description Summary Responsible for initial communication, documentation and triage of all customer incidents reported to Managed Services NOC. Supports end user service request fulfillment as required. Essential Duties and Responsibilities * Responds and solves customer issues utilizing technology tools, procedures, and training. * Utilizes Service Now ticketing system for detailed documentation of incident troubleshooting and service request fulfillment. * Escalates issues in accordance with escalation procedures. * Communicates frequently with customers, hardware/software vendors and other support level tiers within Logicalis. * May create technical and process documentation for troubleshooting purposes. * Understands Information Technology Infrastructure Library (ITIL) and follows predefined ITIL incident, problem and change management processes in place for each customer when working to resolve customer requests or outages. * Maintains current knowledge of core service offerings and Service Level Agreements (SLAs). * Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. * Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. * Supports and conducts self in a manner consistent with customer service expectations. Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience/Technical Requirements/Certifications Equivalent combination accepted. Education: * High School education or GED. Experience / Technical Requirements * 1 year experience in the following: * Troubleshooting and/or configuration experience with IT Service Desk functions including Windows Operating Systems, Microsoft Office products, as well as general networking knowledge. * Server/PC operating system support, specifically Windows Desktop, Server OS, VPN connectivity, backup solutions, and networking knowledge. * ServiceNow (or similar ticketing system tool) and LogicMonitor, Nimsoft (or a similar IT monitoring system tool). * Proficient use of all Microsoft products and operating systems. Certifications Relative and current certifications to technologies listed such as: * Microsoft, Cisco or CompTIA A+ / CompTIA Network+ Other Skills and Abilities * Strong troubleshooting and initiative skills. * Client service focus and excellent interpersonal skills. * Strong, clear communication skills - oral, written, and email. * Excels in ability to multi-task. * Works independently with minimal supervision. * Works well with team members and cross-departmentally. Physical Demands The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is required to either be sitting, standing, or in a similar posture as well as talk, see, hear, and use hands and arms. The employee may occasionally be required to move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may also occasionally lift and/or move up to 10 pounds. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
