MSP Service Desk Engineer - Tier 2
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About The Position
The Engineer position is a critical role within our organization, focused on providing exceptional support to our clients. This is not a remote position, and the individual must be able to perform assigned duties according to the acceptable standards established for the job role. The primary responsibility of the Engineer is to gather all pertinent information about the client's problem, determine the necessary steps to resolve the issue, set the client's expectations regarding the resolution timeline, and either resolve the issue directly or escalate it to the next appropriate System Engineer. Ensuring customer satisfaction is paramount, which involves following up with clients to confirm resolution and satisfaction, as well as keeping them informed of incident progress and any impending changes or agreed-upon outages. Documentation is another key responsibility of the Engineer. They are tasked with documenting the steps taken to resolve client problems in the client's ticket, creating Standard Operating Procedures (SOPs), and routinely updating these SOPs. The Engineer is expected to follow these SOPs daily to maintain consistency and quality in service delivery. Additionally, MSP Engineers are required to learn and master our Remote Monitoring and Management tool, as well as our Professional Services application, ConnectWise Manage, along with other tools related to documentation, password security, and more.
