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MSC Technical Support Specialist

ePlus inc.

This is a Full-time position in Morrisville, NC posted October 26, 2021.

Job Purpose:
Are you up to the challenge?

At ePlus, we engineer transformative technology solutions for the most visionary companies in the world.

This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions.

Our partnerships with leading edge technology manufacturers—many of which look to us for their own technology infrastructure needs—keep us immersed across the broad spectrum of the IT ecosystem.
As an 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.
From strategy to fulfillment to managed services, our engineering centric solutions enable our clients to realize what it means for technology to do more.
Job Responsibilities:
* 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.
Job Knowledge/Skills:
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, VMware, Juniper, Netapp
* Understanding of the two or more of the following routing protocols:
* IP, EIRGP, OSPF
* 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
Education/Experience:
* High school diploma required
* 2 or more years of work in field with customers
* CNNA upon hire or within 1 year of employment
* 1 year or more using Excel and Microsoft Office, and Cisco Products
Physical Requirements of Position:
Ability of finger dexterity to be used primarily to make small movements such as typing, picking up small objects or pinching fingers together.

Movements frequently and regularly required using the wrists, hands and / or fingers.

Speech ability must be at a level where one must convey detailed or important instructions or ideas accurately, loudly or quickly.

Hearing ability must be at a level to hear average or normal conversations and receive ordinary information.

Visual ability must be average with ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical strength for sedentary work with sitting most of the time.

May have to exert or lift up to 10 – 20 pounds of force occasionally.
Corporate Responsibilities:
* Internal Control responsibilities vary by role and are subject to change.

Please discuss your individual internal control responsibilities with your immediate supervisor on a regular basis.
* Handle confidential matters and information professionally
* Conduct business in a professional, competent and ethical manner
* Adhere to corporate policies and procedures

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

41 CFR 60-1.35(c)