Service engineer

TSAChoice, Inc., is now hiring for Service Engineer for our Managed IT Services Department at our corporate office in Asheville, NC! TSA offers an excellent benefits plan including medical, dental, vision, 401(k) with match, company paid life insurance and short-term disability, ancillary benefits, travel perks, and more! TSA contributes to an ESOP and is an EOE! POSITION SUMMARY The Managed Services Engineer must be focused on customer centricity.

The Engineer is responsible for the effective management of all assigned tickets and tasks, and meeting customer and company expectations.

ESSENTIAL FUNCTIONS The Managed Services, Service Engineer will :

• Put the customer’s needs first and at the center of every action the Team Lead and the team members take.
• Ensure an excellent customer experience.
• Meet or exceed customer contract SLAs, commitments, and expectations.
• For minor service failures or requests, ensure customer is notified within four business hours after receiving notification that their request has been received and dispatch is pending.
• Ensure resolution on minor failures or requests begins by the end of the next business day after the request is received.

Customer must be notified when resolution actions begin.

• For major failures or critical needs, ensure customer is contacted by telephone call within one hour (24 / 7 / 365) after receiving a request or automated alert.
• Ensure resolution on major failures or requests begins within two hours (24 / 7 / 365) after the request is received.

Customer must be notified when resolution actions begin.

• If onsite service is required for major failures or critical needs, ensure technician is onsite within four hours (24 / 7 / 365) after the initial request or alert is received.
• Ensure remote resolution if possible.
• Be intimately aware of, and effectively manage his or her owned open tickets.

Review all open tickets with Team Lead at least first thing each morning during Team Stand-Ups.

• Assist teammates and other employees on technical assistance, ticket resolution, and project tasks.
• Perform other duties as needed to ensure the smooth operation of the Managed Services Division and TSAChoice.

Last updated : 2024-07-21