Our client is a Cybersecurity managed service company that outsources their services to their clients, which they currently have 4,000-5,000, however this person will only be servicing for 2 accounts of theirs. The Senior L2 Engineer works under the direction of the Managed Service Operations Center (MSOC) Manager and will support our clients and internal operations. This position is responsible for exceeding established SLAs, providing world class customer service and technical support, and managing service requests through our ticketing system. Accountability and proactive communication as it relate to all position responsibilities. Possible room for growth, looking for someone who can eventually move up to become an Azure Engineer manager.
Essential Job Functions:
Provide phone and email support to a wide range of clients and internal resources
Establish positive long-lasting relationships with our clients and internal staff
Learn and work with new technologies on a constant basis
Able to complete tasks in a group as well as individually
Responsible for entering all work as service tickets, time, and expenses in CSPis Professional Service Automation (PSA) tool, ConnectWise
Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from Problem Management issues.
Provide incident management support and performs investigative analysis while providing accurate, thorough answers in a timely manner to customer inquires
Responsible for resolving and supporting technical issues via-telephone and e-mail
Perform queue management to achieve CSPis SLAs in a timely manner and provide Quality Assurance standards for work performed and where applicable, train staff/client members
Interface with customers executives, technical representatives, partners, and all levels of internal employees, other Technology Services department/personnel to ensure that operational procedures, accurate escalation processes, timely document registration within CSPis Professional Service Automation (PSA) tool and status updates are performed and streamlined workflow is maintained to ensure customer satisfaction
Responsible for reviewing and attending to daily customer checklist
Responsible for maintaining and verifying, that all backup systems are running optimally for all internal and external CSPi clients
Responsible for maintaining and updating anti-virus for internal and external CSPi clients
Responsible for Microsoft Windows patching and third-party vendor patching as required
Responsible for maintaining and optimizing all critical and standards alerts generated by CSPi's ConnectWise application
Responsible for designated functions within onboarding new clients
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
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Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.