MSC Technical Support Specialist

ePlus inc.

35d • $22 - $29

About The Position

As a MSC Technical Support Specialist, you will provide support to Managed Services Center clientele for contractually monitored and managed devices. You will assist the MSC Engineers in all of the tasks associated with populating the management database during the Onboarding, and Change processes, within the client environment. You will serve a key client-facing role, representing the MSC to customers over the phone.
For remote/hybrid positions: an essential function of this position is that you be available on camera when interacting with ePlus employees, customers, vendors, and/or business partners.
YOUR IMPACT
The essential functions of this position include:
Maintain and managed incoming tickets within ServiceNow
Assist with monitoring and managing escalations to ePlus suppliers, in cases of outage or enhancement
Document, update, and manage common problems, either alone or as part of a team
Provide basic project management support functions for client end systems, including troubleshooting, diagnosis, and resolution. Follow through until problems are resolved
Escalate unresolved issues to internal ePlus consulting staff within pre-determined timeframes, based on contractual obligations, on a client-by-client basis
Data entry within problem management database and help desk systems
Perform network/systems support in a Managed Services Center
Troubleshoot, isolate and diagnose common problems network/systems problems, either alone or as part of a team
Resolve and manage problems immediately
Work in a team environment with the ability to function with independent discretion
Provide systems support functions for client end systems, which includes design, development, troubleshooting, diagnosis, and problem resolution. Follow- through until problems are resolved
Maintain current, high-level technical skills in your network field of expertise. Keep abreast of developments in computing technology and solutions to common problems
Manage projects, as assigned

Requirements

• High school diploma required
• 2 or more years of work in field with customers
• CCNA upon hire or within 1 year of employment
• 1 year or more using Excel and Microsoft Office, and Cisco Product
• Candidate is typically able to work effectively with clients over the phone, take direction from the operations staff to assist in problem remediation.
• Ability to perform basic protocol analysis using a LAN analyzer
• Understanding of WAN, LAN, interfaces, protocols and topology
• Knowledge of WAN and LAN Concepts
• Understanding of switching concepts-VLAN, ATM
• Experience/training on one or more of the following: Cisco, Nortel, 3Com, Microsoft NT, Novel NetWare, VMware
• Understanding of the two or more of the following routing protocols: IP, IPX, EIRGP, OSPF, RIP
• Ability to develop documentation and assist with process definitions
• Strong skills in problem solving, problem logging, documentation, escalation and follow-up
• Strong oral and written communications skills; strong organization skills
• Takes direction and interacts well with leaders
• Adept with excel

Nice To Haves

• CCNA Certification Desired
• Experience/training on one or more of the following: customer relations, project planning, database understanding, and helpdesk ticketing systems
• Excellent phone manner is a plus

Responsibilities

• Maintain and managed incoming tickets within ServiceNow
• Assist with monitoring and managing escalations to ePlus suppliers, in cases of outage or enhancement
• Document, update, and manage common problems, either alone or as part of a team
• Provide basic project management support functions for client end systems, including troubleshooting, diagnosis, and resolution. Follow through until problems are resolved
• Escalate unresolved issues to internal ePlus consulting staff within pre-determined timeframes, based on contractual obligations, on a client-by-client basis
• Data entry within problem management database and help desk systems
• Perform network/systems support in a Managed Services Center
• Troubleshoot, isolate and diagnose common problems network/systems problems, either alone or as part of a team
• Resolve and manage problems immediately
• Work in a team environment with the ability to function with independent discretion
• Provide systems support functions for client end systems, which includes design, development, troubleshooting, diagnosis, and problem resolution. Follow- through until problems are resolved
• Maintain current, high-level technical skills in your network field of expertise. Keep abreast of developments in computing technology and solutions to common problems
• Manage projects, as assigned

Benefits

• ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered.
• Details of participation in these benefit plans will be provided if an offer of employment is extended.
• ePlus Benefits highlights can be viewed here.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees