Role Overview - REMOTEShift Options:• Day shift, 2x2x3 rotation• Monday to Friday, 10 AM to 7 PM• First month: Monday to Friday, 8 AM to 5 PMAbout the Role: The Service Desk provides 24/7 coverage of the company's Network Operations Center and plays a fundamental role in ensuring we meet or exceed the expectations of all clients as defined in our service level agreements. Service Desk professionals apply the necessary technical breadth to provide top-level technical support services and operational leadership, including problem resolution and technical change implementation for Managed Services clients. Our Service Desk team consists of smart, hardworking individuals with top-level experience who enjoy working on highly visible, technically challenging service offerings. They are high-caliber, well-rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills.Key Areas of Responsibility:• Understand and deliver Managed Service offerings as outlined in the company's Service Descriptions and Service Catalog.• Follow the processes and procedures defined in the company ManS Standard Operating Procedures manual (SOP).• Provide top-level technical support, including problem resolution, technical change implementation, and one-on-one technical support within defined service level agreements for clients.• Communicate effectively with internal and external customers.• Articulate problems and solutions clearly to clients over the phone, via email, and in person.• Provide 24x7 support to critical systems and ensure availability objectives are met.• Respond to alerts and provide technical support for data center and managed services clients.• Take ownership of incidents/requests and drive them to resolution.• Document and track troubleshooting steps, incident solutions, and support requests.• Keep clients informed throughout the process and follow up to ensure satisfactory resolution.• Guide and mentor less experienced teammates by providing technical support, training, and direction.• Document and record time accurately.Responsibilities:• Provide entry-level technical services with supervision from Supervisors, Team Leads, and Technology Owners.• Follow through with tasks, projects, and troubleshooting with supervision.• Handle multiple tasks simultaneously, such as troubleshooting and developing internal networks, and responding to emergencies.• Communicate with the Manager about unanticipated events (new product requirements, equipment failure, design changes, schedule changes).• Respond to all customers professionally and courteously, relaying any questions or concerns to the manager.• Assist in creating and documenting policies and procedures.• Understand SLAs in a production environment and proactively strive to meet commitments.• Provide support to Service Account Managers, Situation Managers, Project Managers, and product developers.• Review assigned service requests daily, follow up, and provide status updates to clients.• Ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly.• Support and conduct oneself in a manner consistent with customer service expectations.Qualifications:Minimum Qualifications:• BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or a related discipline; equivalent experience acceptable.• Associate’s degree in a computer-related field, plus one year of experience in a relevant technical role, OR• If no post-secondary degree, a minimum of 2 years in a technical support or systems administration role maintaining high service levels in a demanding environment.Other Required Qualifications:• Capable of resolving critical issues in a time-sensitive manner, cognizant of requisite service levels.• Ability to establish customer trust and confidence in company Managed Services' knowledge of and concern for customers’ business needs.• History of balancing multiple priorities simultaneously with the ability to adapt to changing customer needs while meeting deadlines.• Critical attention to detail and solid creative problem-solving skills.• Ability to perform intermediate root cause analysis.• Strong organizational, analytical, and problem-solving skills.• Customer service-focused with a high level of professionalism.• Ability to consistently follow policies and procedures.• Strong communication and documentation skills.• Excellent verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, including senior leadership.• Ability to prioritize work and handle multiple tasks simultaneously in a fast-paced, diverse, and growth-oriented environment.• Must know when to ask for assistance. Must be approachable, teachable, a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment.• Must have good time management skills and be able to meet rigid and urgent assignment schedules.