Managed Services Technician II

Responsibilities

Managed Services Technicians will provide superior quality managed services, support and customer service for Shift4 across multiple products and services. This includes but is not limited to managed services associated with Vigilix, SonicWALL, CarbonBlack (Bit9) and any other managed services Shift4 may choose to offer. This position works closely with Shift4 Support, installers, customers and other IT teams to resolve assigned projects/tickets while meeting or exceeding published Service Level Agreements (SLA’s). Escalation to Managed Services Operations Manager will be required if unable to resolve assigned tickets.

• Ability to work 40-hour schedule to support our 24/7 operations. Work will be required on weekends and holidays on a rotating schedule.
• Provide on-call support for Managed Services.
• Perform proactive managed services duties. This includes Vigilix, Bit9, SonicWALL and other managed service offerings Shift4 may provide.
• Ability to multitask across multiple issues and work tasks effectively to meet our SLA’s.
• Provide effective verbal and written communication in all external and internal customer interactions.
• Achieve first call resolution if possible.
• Strive for accurate and fast turnaround of customer requests.
• Provide Tier 2 technical support at the network level: WAN and LAN connectivity, routers, firewalls, and wireless access points.
• Provide technical support to customers via remote control software.
• Proactively monitor Shift4’s remote monitoring and management system alerts and notifications, CarbonBlack/Bit9, SonicWALL GMS, and respond accordingly through service tickets.
• Add/ Delete /Disable/Enable Vigilix user accounts for customers and third party vendors.
• Create and submit to the MCE KCC department-specific knowledge base articles.
• Communicate with customers as required: keeping them informed of ticket progress, notifying them of impending changes or agreed outages.
• Escalate unresolved service requests that require T3 level support to the Managed Services Operations Manager by following established processes.
• Enter all work as activities, service tickets, or project tickets into our CRM. Ensuring to document all details as they pertain to individual tickets.
• Maintain up-to-date knowledge of products and services offered by Shift4 and support best practices.
• Maintain up-to-date knowledge of products and services offered by Shift4 and support best practices.
• Responsible for entering notes and time our CRM as it occurs.
• Responsible for operational excellence by following Shift4 Security Policies and ensuring reliable, responsive and secure operations.
• Engage with managed services customers to build long term trusted partnerships
• Resolve customer issues in a proactive, professional manner ensuring confidence is maintained or restored.

Qualifications

• Bachelor’s degree preferred or 1-3 years of related experience.
• Ability to work in a team and communicate effectively.
• Working knowledge of network protocols.
• Demonstrated experience working on firewalls and network troubleshooting.
• Talent for communicating technical information to non-technical audiences.
• Possesses ability to perform advanced troubleshooting and research techniques.
• Efficiently handles multiple projects by employing effective time management skills.
• Reliably follows proper policy and procedures as outlined by management and show sound judgment in handling unique and unprecedented situations.
• Dependable and reliability.
• Positive can-do attitude with a commitment to get the job done.
• Strong working knowledge of Windows, PCI/DSS requirements for merchants, off-site backup methodologies, SQL server database management, and networking/internet security.