MSC Technical Support Specialist

Overview

As a MSC Technical Support Specialist, you will provide support to Managed Services Center clientele for contractually monitored and managed devices. You will assist the MSC Engineers in all of the tasks associated with populating the management database during the Onboarding, and Change processes, within the client environment. You will serve a key client-facing role, representing the MSC to customers over the phone.

For remote/hybrid positions: an essential function of this position is that you be available on camera when interacting with ePlus employees, customers, vendors, and/or business partners.

Responsibilities

CORPORATE VALUES

Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.

Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.

Work/life balance that supports our employees' varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.

Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

COMMITMENT TO DIVERSITY, INCLUSION AND BELONGING

We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.

ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

YOUR IMPACT

The essential functions of this position include:

• Maintain and managed incoming tickets within ServiceNow
• Assist with monitoring and managing escalations to ePlus suppliers, in cases of outage or enhancement
• Document, update, and manage common problems, either alone or as part of a team
• Provide basic project management support functions for client end systems, including troubleshooting, diagnosis, and resolution. Follow through until problems are resolved
• Escalate unresolved issues to internal ePlus consulting staff within pre-determined timeframes, based on contractual obligations, on a client-by-client basis
• Data entry within problem management database and help desk systems
• Perform network/systems support in a Managed Services Center
• Troubleshoot, isolate and diagnose common problems network/systems problems, either alone or as part of a team
• Resolve and manage problems immediately
• Work in a team environment with the ability to function with independent discretion
• Provide systems support functions for client end systems, which includes design, development, troubleshooting, diagnosis, and problem resolution. Follow- through until problems are resolved
• Maintain current, high-level technical skills in your network field of expertise. Keep abreast of developments in computing technology and solutions to common problems
• Manage projects, as assigned

QUALIFICATIONS

• High school diploma required
• 2 or more years of work in field with customers
• CCNA upon hire or within 1 year of employment
• 1 year or more using Excel and Microsoft Office, and Cisco Product
• Candidate is typically able to work effectively with clients over the phone, take direction from the operations staff to assist in problem remediation.
• Ability to perform basic protocol analysis using a LAN analyzer
• Understanding of WAN, LAN, interfaces, protocols and topology
• Knowledge of WAN and LAN Concepts
• Understanding of switching concepts-VLAN, ATM
• Experience/training on one or more of the following:
  • Cisco, Nortel, 3Com, Microsoft NT, Novel NetWare, VMware
• Understanding of the two or more of the following routing protocols:
  • IP, IPX, EIRGP, OSPF, RIP
• CCNA Certification Desired
• Experience/training on one or more of the following: customer relations, project planning, database understanding, and helpdesk ticketing systems
• Ability to develop documentation and assist with process definitions
• Strong skills in problem solving, problem logging, documentation, escalation and follow-up
• Strong oral and written communications skills; strong organization skills
• Takes direction and interacts well with leaders
• Adept with excel
• Excellent phone manner is a plus

POSITION SPECIFICS

The base salary range for this position at commencement of employment is expected to be between $21.63 and $28.85 hourly; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. ePlus Benefits highlights can be viewed here.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property, and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.

PHYSICAL REQUIREMENTS

While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.

By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.

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Location: Wilmington, NC, US

Posted Date: 11/21/2024