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Managed Services Engineer II

Department: Managed Services
Location: Rancho Cucamonga , CA

NIC Partners Inc. is looking for an experienced Managed Services Engineer Engineer II to join our growing team! The MS Engineer II is responsible for second level support of incidents involving networking, troubleshooting, diagnosing and resolving customer issues. The MS Engineer II takes escalated tickets from MS Engineer I, isolates issues for root-cause analysis and works toward resolution. Responsible for escalation to MS Engineer III as needed and follows documented escalation procedures. The MS Engineer II works closely with the MS Engineer I and MS Engineer III support the customer and communicates status.

Job Functions:

  • Provisions and onboards of new customers, set up accounts, permissions and passwords 
  • Handles escalations from Level 1 engineer in regards to break/fix and for alert management
  • Escalates tickets to level 3 or 3rd party vendors, where required
  • Updates each service ticket with accurate and complete information within the ticketing system. Accuracy, thoroughness and timeliness are key
  • Resolves complex customer issues with diplomacy
  • Assists the MS team where required by actively working on customer issues, handling calls from the Call Center queue during shift, as needed
  • Communicates effectively with customers regarding ticket status updates according to priority level
  • Performs proactive traffic monitoring for alerts on customer network traffic
  • Performs Quality Assurance; performs monthly maintenance on customer systems including network monitoring, configuration changes and patches per customer managed service agreements
  • Monitors customer traffic for malicious activity to include reviewing and analyzing anomalies in traffic
  • Adheres to Service Levels Agreements (SLA) and internal process for incident management

Experience/Education:

  • Four year college degree from an accredited institution; or any equivalent combination of related education and experience
  • 3+ years experience within the IT Industry
  • Familiarity with voice, data, and video infrastructure products, services and applications
  • At least one of: Cisco CCNA / CCDA / CCNP or equivalent CISCO certification
  • Microsoft MCP/ MCSE or other technical vendor certification a plus
  • Previous experience working in a help desk environment a plus
  • Mac, Linux skills a plus
  • Familiarity with VMWare a plus

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