As a Managed Services Engineer, you will work in a client-facing role to design, implement, troubleshoot, and maintain the critical IT infrastructure that our clients rely on. You will work directly with our clients to manage their IT environments. You will identify, research, respond to, and resolve complex technical problems; serving as the second layer of support for clients who call the Service Desk with technical questions, concerns, and requests. NOTE - this is a hybrid role with three days per week working in one of the Aunalytics office locations: Kalamazoo, MI; South Bend, IN; or Bellefontaine, OH.
Provide Multi-Client Support :
Manage Incidents : Log, categorize, prioritize, and diagnose incidents. Provide workarounds where necessary and escalate complex issues to the appropriate team.
Conduct Proactive Maintenance : Monitor client systems for potential issues and conduct preventive maintenance to ensure smooth operation and prevent problems before they occur.
Maintain Communication and Documentation : Serve as the bridge between clients and our MSP, ensuring effective communication of issues, solutions, and updates. Keep accurate records (documentation) of all incidents, problems, and resolutions.
Uphold Service Level Agreements (SLAs) : Ensure that support services meet the defined SLAs, aiming to achieve and maintain high levels of client satisfaction
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