Asset Management + Configuration Technician

Description

Why clients love us:  

We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!  

 The value you bring:  

As a member of the Managed Operations Center, the Asset Management/Configuration Technician will act in a dual role to support the Customer Support and Asset Management teams. They will demonstrate exceptional customer service in answering incoming client calls and emails, as well as configuring new desktops/laptops, enabling accounts, and assisting with the management of inventory for managed services clients in a 24/7/365 environment. They will be responsible for the following:

 What you’ll do:  

• Assists with the management of IT assets and inventory for Managed Solution and assigned clients.
• Assists with tasks related to managing asset life cycles and maintenance schedules to improve quality control of assets, including software, hardware, and cloud technologies.
• In conjunction with the Asset Managed/Configuration Specialist, helps to correctly configure new and reissued desktops/laptops in accordance with client requirements and Managed Solution protocols/documentation.
• Ensures timely receipt of issued assets by creating and affixing shipping labels, packaging items in a secure manner, and delivering outgoing packages to shipping vendors as needed. 
• Receives inventory shipped to the office, including documenting serial numbers, warranty information, packing slips, etc., in accordance with company, client, and department standards, coordinating with the Procurement department and Asset Management/Configuration Specialist, as needed. 
• May assist with audits of company assets in coordination with Asset Management/Configuration Specialist.

Technical Operations Responsibilities:

• May act as “remote hands” for other departments to assist with equipment shipped to Managed Solution’s headquarters, including equipment processing or configuration.
• May act as a backup for client onsite technical support teams, providing technical issue resolution and systems administration activities at client locations, as guided by a Technical Account Manager or vCIO.

CSR Responsibilities:

• As required to ensure appropriate coverage and timely responses to incoming client requests, answers incoming help desk inquiries via phone and email, providing a positive first impression of our company.
• Uses entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry.
• Creates a ticket for each interaction via Connectwise ticketing system and assigns the ticket to the appropriate team member for resolution.
• Monitoring ticket boards for status and managing assignments to ensure tickets are responded to by Technical Support Specialists within the appropriate timeframe for each ticket’s priority level, communicating with the appropriate parties and performing follow-up actions to ensure tickets move timely through the resolution process.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients. 
• Documenting client communication and resolution efforts via internal ticketing system. 

Other

• Complies with all company policies and procedures.
• Maintains a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
• Other responsibilities as assigned.

Requirements

 What makes you a fit:  

• An associate’s degree in computer science or related field or 1+ years of troubleshooting experience (networking, server/OS, desktop, virtualization) preferred. 1+ year of customer service experience in a process-oriented environment required. Equivalent combinations of education and/or experience will be considered. Previous experience in a multi-client Managed Services and/or Managed Security Operations Center helpdesk environment is strongly preferred.
• Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members.
• Demonstrated history of taking ownership/accountability of assigned tasks.