Job Description

The Community Technology Services team, located in the vibrant neighborhood of Midtown Atlanta, is excited to announce an opening for a full-time IT Managed Services Engineer . We are a pioneering IT Technology Projects and Managed Services company dedicated to serving multi-tenant residential communities. This role is crucial for ensuring our clients receive the highest level of support and service.

**Position Overview:**

As an IT Managed Services Engineer, you will collaborate daily with our dynamic team to address client support needs, standardize processes, and enhance service delivery. Your ability to provide exceptional customer service while applying your hands-on technical skills will be essential for success in this role. We are conveniently located in Midtown, making our office easily accessible via MARTA and the I-75/I-85 Connector. 

**Key Responsibilities:**

• Deliver technical assistance for a wide range of client technology, encompassing workstations, servers, printers, networks, surveillance systems, and access control systems.
• Support backup and disaster recovery solutions, ensuring continuity of service.
• Provide basic network technical support, including WAN and LAN connectivity, routers, firewalls, and security protocols.
• Configure and install technology devices at our client's sites.
• Respond promptly to alerts from our remote monitoring and management systems and take appropriate action.
• Conduct regular preventative maintenance on client devices in accordance with contracted specifications.
• Serve as the main point of contact for clients, guiding them through problem identification and resolution.
• Follow up with clients to ensure satisfactory resolution of issues and gather feedback on their experience.
• Prepare and submit accurate reports and metrics regarding project statuses and budgets to management.
• Understand the overall objectives of the service desk and collaborate effectively with team members.

**Additional Responsibilities:**

• Identify opportunities for operational improvements and propose constructive changes.
• Continuously seek ways to enhance client satisfaction and strengthen client relationships.
• Escalate complex service desk issues to company leadership when necessary.
• Ensure consistency by developing and enforcing standards and procedures for service implementation.
• Keep clients informed of progress on escalated issues, including changes, outages, and other vital information.
• Maintain detailed knowledge of each client's specific needs and how our services align with their goals.
• Acquire in-depth understanding of our service catalog to better cater to client requirements.
• Take part in designing and building new services tailored to our clients.
• Prioritize quick responses to client requests.
• Document all work activities, service tickets, and project-related time and expenses in ConnectWise promptly.
• Engage in ongoing training and continuous learning through ConnectWise University and other industry resources.

**Benefits:**

We offer a competitive compensation package with full-time employee benefits, including Paid Time Off, Insurance Options, 401k, Commuter Incentives, and more.

If you're passionate about technology, dedicated to outstanding client service, and eager to make a difference, we would love to hear from you!

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