Services Desk L1 Support Engineer
Communications Systems, Inc - Fort Lauderdale, FL

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Purpose: Responsible for first level response, incident recording and triage of client issues raised via phone, email or system generated alerts.Major Tasks, Responsibilities Key Accountabilities: Work out of JDL's Fort Lauderdale MSOC (Managed Services Operations Center)Respond to alerts and tickets from various monitoring systemsHandle inbound calls and emails from clients Take ownership of incidents and customer interactionEscalate and remediate client issuesTake responsibility to ensure that all SLA/KPI objectives are being meet according to defined service levels.Coordinate and Communicate with field and escalation resources, partners, customers and various internal units and stakeholders.Responsible for monitoring and supporting of all aspects of large scale information technology environments.Work as part of a team in technical, services, and project support areas to meet identified goals and objectives.Utilize strong technical skills for effective troubleshooting and problem solving. Communicate effectively with clients and staff at all levels. Other duties and responsibilities as required.Nature Scope: Reports to Managed Services LeadNo direct responsibility for supervising others.Environmental Job Requirements Category: 0 E10 E20E30E4ADA Category: 0 10 20 30 4Knowledge, Skills, Abilities and Competencies: Candidate must be able to work independently as well in a team environment. They must possess strong analytical skills. Must be able to think outside the box. As this role is customer facing, applicants must possess excellent oral and written communication with an ability to communicate at all organizational levels. As an IT support professional the candidate will be expected to take rotation for on call and weekend support and should have the flexibility and ability to work both in a team as well as individually. Lastly they must be a customer oriented, Service minded IT professional.Certification Requirements: MCSE preferredEducation: AS degree in Computer Science or related field, or equivalent technical experience/training.Experience: 6 months 1 year experience administering/supporting LAN/WAN environments. 6 months 1 year experience in NOC, network help desk, or relevant customer service skills. 6 months 1 year experience with Microsoft Windows 2003/2008 and Active Directory. 6 months 1 year experience with Microsoft Office Suite At least 1 year working experience supporting Windows XP, Vista, 7 and 8Working knowledge of Microsoft Exchange and SQL ServerWorking knowledge of VMware VSphere 4.0 and aboveWorking knowledge of DNS, DHCP and TCP/IP Working knowledge of backup proceduresPreferred Qualifications: Good communication skills, self-starter and ability to work independently. Possess and apply a broad and comprehensive knowledge of a particular field of specialization to the completion of difficult and complex assignments. Additional Requirements: Candidate must pass background check required to obtain security clearance level required for K-12 environment access. Valid driver license required. The MSOC Engineer must be flexible to work all shifts including some holidays and weekends.

Keywords: managed services, NOC, L1 Support

Communications Systems, Inc - 22 months ago - save job