Sr. Managed Services Specialist

Location: Dallas, TX

Type: Full Time

Min. Experience: Experienced

The Sr. Managed Services Specialist is responsible for resolving incoming and escalated technical telephone requests, service desk tickets, and email requests for technical assistance on a wide variety of hardware and software applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Managed Services Specialist role as well as the ability to multitask.  

 Key Responsibilities:

Incident and Request Handling

  • Provide comprehensive technical support services to support customers and lower level Managed Services Specialist
  • Work within Service Level Agreements, as dictated by contract
  • Follow defined incident and problem management process to manage, resolve escalated requests
  • Use all available Knowledge Management Tools during the incident or request 
  • Take all necessary steps to ensure customer satisfaction

Incident and Request Logging 

  • Create and submit detailed notes documenting customer interactions within the ticketing system. Accuracy, thoroughness, and timeliness are key. 
  • Confirm and update customer profile information as needed 

Open Incident and Request Management 

  • Follow all documented procedures to handle open incidents or requests, including monitoring open ticket queues, placing follow up phone calls, etc. 

Other tasks 

  • Perform customer support related tasks and special projects as assigned by management 
  • Liaise as necessary interdepartmentally to seek resolutions to all issues reported 

 

Required Skills:

  • Previous experience working for a Managed Services Provider.
  • Use of a ticketing system.
  • Demonstrated experience troubleshooting and resolving issues with:
    • local and network printers
    • Administration of Windows Servers
    • Familiarity with Microsoft Exchange and Remote Desktop Services
    • LAN/WAN and basic network troubleshooting
    • Microsoft Office Suite, Windows Operating Systems (Desktop and Server)
  • Experience with implementation, configuration, migration and monitoring of firewalls, switches, routers, load balancers from following vendors:

 

Required Skills:

  • Previous experience working for a Managed Services Provider.
  • Use of a ticketing system.
  • Demonstrated experience troubleshooting and resolving issues with:
  • local and network printers
  • Administration of Windows Servers
  • Familiarity with Microsoft Exchange and Remote Desktop Services
  • LAN/WAN and basic network troubleshooting
  • Microsoft Office Suite, Windows Operating Systems (Desktop and Server)
  • Experience with implementation, configuration, migration and monitoring of firewalls, switches, routers, load balancers from following vendors:
    • Cisco
    • Juniper
    • SonicWall
    • Palo Alto
    • Bluecoat
    • CheckPoint
    • Force10
    • PowerConnect
  • Experience Autotask and Kaseya is a plus
  • Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment.
  • Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills.
  • Extensive use of Microsoft Office.
  • Superior verbal and written communication; attention to detail; and strong organizational skills.
  • Ability to successfully pass a background security check

 

Education:

BA or Vocational school degree preferred or equivalent work experience

Microsoft Certified Professional certification a plus

 

Experience:

Minimum of 8 years of previous technical support experience required

 

Compensation:

$50,000 – $60,000 depending on experience

+ Quarterly Bonus Plan

 

nDivision is committed to fair and equal treatment of employees and applicants. We will recruit, hire, promote, transfer and provide opportunities for advancement on the basis of individual qualifications and job performance.  In all matters affecting employment, compensation, benefits, working conditions, opportunities for advancement and layoffs, we will not discriminate against any employee or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity, marital status, age, disability, or status as a covered veteran.

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