Managed Service Provider Technician

We are looking for techs with IT Managed Services Experience.

View Job Description

Job Description

Perform first-response closure, drive resolution of escalated incidents, and act as primary point of contact on all customer incidents and requests for HUBWISE Technology’s Managed Services offerings.

Essential Functions:

  • Provide first-response resolution
  • Act as primary point of contact on all customer tickets from creation to resolution
  • Schedule field visits for tickets that require an onsite presence
  • Ensure that customer is always aware of the status of their request
  • Provide a positive experience for customers on every interaction
  • Maintain advanced proficiencyin support and administration for current versions of:
  • Customer Service
  • Communication
  • Time Management
  • Maintain intermediate proficiencyin support and administration for current versions of:
  • MS Windows Server
  • MS Windows Desktop
  • Apple MacOS
  • LAN/WAN Networking
  • Firewall Configuration
  • Backup and Disaster Recovery
  • Email and Email Security
  • Internal Productivity Tools
  • Training and certification on ALL competencies listed above is provided
  • Utilize documented procedures to resolve incidents and service requests
  • Overtime and on-call time as part of a team rotation required

Education and Experience:

  • Minimum of two year Windows administration experience
  • Preferred twoyears experience in Managed Service Provider environment
  • Preferred two years Customer Service experience
  • Preferred two years experience with several internet-related technologies

Knowledge and Skills:

  • Customer focused
  • Outgoing, friendly personality
  • Demonstrated logical thought processes and high learning agility
  • Self-Driven and goal oriented
  • Demonstrated strong work ethic
  • Team oriented
  • Excellent verbal and written communication skills
  • Personal integrity and accountability

Competency Model

Incident Management (75%)

Consistently follows the HubWise Technology ticketing workflow

Responds to tickets within SLA

Escalates unresolved tickets within SLA

Drives Technical Services and Shared Services for resolution to escalated tickets

Accurately and concisely documents all service ticket activity

Accurately and concisely updates internal and customer documentation

Provides service in a way that builds customer confidence in HubWise Technology

Ensures customers are always informed on the status of their request

Makes each customer interaction a positive experience

Conveys sense of urgency to the customer appropriate for the circumstances of their request

Manages tickets from creation through resolution

Schedules field visits for tickets that require an onsite presence

Acts as customer advocate for all HubWise Technology requests

Problem Management (5%)

Identifies recurring issues and alerts team lead of potential problems

Training (10%)

Effectively executes formal training and certification plan

Job Type: Full-time

Salary: $60,000.00 – $70,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Tuition reimbursement
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday
  • On call

Ability to commute/relocate:

  • Omaha, NE 68154: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

  • Help desk: 2 years (Required)
  • Managed Service Provider: 2 years (Preferred)

Work Location: Hybrid remote in Omaha, NE 68154