Most Important :
- Strong experience with incident response and day-to-day client support in a Managed Services environment
- Ability to handle escalated tickets as well as project engineering work, including SOW creation and execution
- Strong technical writing and documentation skills
- Deep experience working in structured IT environments following ITSM / ITIL standards
- Strong understanding of ticket hygiene, documentation standards, and detailed technical notes
Technical Focus Areas :
Active Directory and Windows Server administrationAzure infrastructure design and administrationNetwork design, implementation, and troubleshootingStandard enterprise software suites (Microsoft , Adobe, etc.)Qualifications :
Bachelors or Associate degree in Computer Information Systems (or equivalent experience)6+ years of experience working remotely and / or in the field for a Managed Service Provider (MSP)Proven experience authoring functional designs and as-built documentation (network and server environments)Experience auditing and maintaining client documentationAbility to create Bills of Material (BOMs) recommending hardware and software solutionsExperience authoring and presenting Scopes of Work (SOWs) to clientsStrong client-facing communication and presentation skillsResponsibilities :
Provide remote and onsite escalation-level technical support for Managed IT clientsRespond to escalated requests from Service Desk EngineersTroubleshoot issues using established best practices and standard operating proceduresSupport project engineering efforts including SOW execution and technical planningContribute to division initiatives, process improvements, and best-practice developmentMaintain accurate daily utilization reporting and calendar usage within the PSA toolDemonstrate professionalism, positive attitude, and adherence to company valuesFollow standard operating procedures and consistently use approved toolsMentor junior engineers and participate in knowledge sharingTravel as required to support client needsCRB Workforce, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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