For more than 40 years, Calian has been solving the world’s most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us, from the medical professionals who care for us to the governments, schools, and companies that make the world better every day.
Position Overview
We are seeking a qualified Cloud and Managed Services Engineer who is sometimes the first impression customers have of our organization. This important position will be responsible for taking inbound customer support requests and providing solutions to hardware and software issues. This position identifies, researches, and resolves technical issues over the phone, via email, and via remote connections.
Responsibilities
- IT Support involving Microsoft’s core business applications and operating systems
- Support disaster recovery solutions
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Basic remote access solution implementation and support: VPN, Kaseya, and other tools
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- System documentation maintenance and review in ConnectWise
- Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed-on outages
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Work with the CSRs to ensure requests are routed to the proper resource to be resolved quickly and efficiently
- Escalate service requests that require engineer-level support
- Responsible for entering time and expenses in ConnectWise as they occur
- Enter all work as service tickets into ConnectWise
- Perform other duties as required and/or assigned
- Employee must be able to perform essential functions of the job with or without reasonable accommodation
- Advanced understanding of operating systems, business applications, printing systems, and network systems Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
- Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Ability to work in a team and communicate effectively
- Technical awareness: the ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-moving environment
Qualifications
EEO Statement
Calian is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.
Job Title: (Tier 1) Cloud & Managed Services Engineer
Location 1: Houston
Location 2:
Remote: No
Hybrid: No
Division: ITCS
Job Type: Full-Time