Managed Services Engineer L1 at BECA Alpharetta, GA

Managed Services Engineer L1 job at BECA. Alpharetta, GA.

Job Description

Role Purpose : The Managed Services Engineer, L1, assists users with issues via phone and ticketing. Responsible for following documented support procedures, monitoring the ticket gateway, and maintaining SLA standards for tickets and calls.

Responsibilities :

• Ticketing System : Document all activities, projects, and tickets daily with detailed notes. Hand off Priority 2+ tickets before shift end. Schedule or set Priority 3 tickets to waiting status at shift end. Monitor ticket gateway during slow phone periods or dispatcher absence.
• IT Glue : Escalate issues per escalation procedures. Update existing articles with new findings and create new documentation when necessary.
• Service Desk Phone Queue : Answer client calls promptly, stay logged in during working hours, and handle after-hours / on-call shifts as needed.
• Communication : Maintain clear and effective communication with teams and clients.
• Travel : Travel to client sites as assigned.

Expectations :

Technical Proficiencies :

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