Managed Services Specialist - Richmond, United States - CodeBlue Technology LLC

Description

Job Details
What You Will Be Doing

• Monitoring/auditing customer backups and performing test restores

to ensure data integrity.

• Supplying customer reports as required by their agreement type.
• Overflow Professional Services ticket entry support by answering

calls and interviewing customers to collect information about
problem and leads user through basic diagnostic procedures to
determine source of error to create tickets.

• Handles problem recognition, research, isolation, resolution and

follow-up for routine user problems, referring more complex
problems to supervisor or technical staff.

• Maintaining customer satisfaction in every step of the service

delivery by logging and tracking calls using ticketing database.

• Remote installation, support, configuration, maintenance,

monitoring, and analyzing systems and software in a client network
environment

• Utilizing remote monitoring and management software to resolve

issues

• Contacting software and hardware vendors to request service

regarding defective products.

• Removing virus or malware from customer computers.
• Assigning ticket severity
• Updating service work notes
• Establishing a high level of personal credibility and building

strong relationships

• Maintaining ownership of service tickets throughout the life

span of the support request

• Collaborating with other Engineering staff and vendor support

resources to resolve requests

• Participating in ongoing personal training and attainment of

technical certifications

• Ensuring the security of all configurations made on client

systems

• Providing updates, status, and completion information to

management

What You Need for this Position

• A minimum of two (2) years' experience problem solving hardware,

software, networking and other computer-related technologies.

• Ability to interact with Customer and teams in a positive, results

oriented, professional fashion

• Ability to resolve problems in a timely and proactive manner
• Excellent organization, prioritization skills as well as proactive and

energetic approach

Compensation
CodeBlue offers a competitive compensation and benefits package, including health insurance, life insurance, disability insurance and retirement plan.