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MSC Support Specialist (18-0170) in Morrisville, NC at ePlus

Date Posted: 7/31/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    7/31/2018

Job Description

3rd Shift Hours:  Friday - Tuesday, 11PM - 7:30AM

Job Purpose:

Are you up to the challenge? At ePlus, we engineer transformative technology solutions for the most visionary companies in the world. This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions. Our partnerships with leading edge technology manufacturers—many of which look to us for their own technology infrastructure needs—keep us immersed across the broad spectrum of the IT ecosystem.

As an MSC Support Specialist, you will provide support to Managed Services Center clientele for contractually monitored and managed devices.  You will assist the MSC Engineers in all of the tasks associated with populating the management database during the Onboarding, and Change processes, within the client environment. You will serve a key client-facing role, representing the MSC to customers over the phone.

From strategy to fulfillment to managed services, our engineering centric solutions enable our clients to realize what it means for technology to do more.

Job Responsibilities:

  • Assist with monitoring and managing escalations to ePlus suppliers, in cases of outage or enhancement
  • Document, update, and manage common problems, either alone or as part of a team
  • Provide basic project management support functions for client end systems, including troubleshooting, diagnosis, and resolution.  Follow through until problems are resolved.
  • Escalate unresolved issues to internal ePlus consulting staff within pre-determined timeframes, based on contractual obligations, on a client-by-client basis
  • Data entry within problem management database and help desk systems
Requirements

Job Knowledge/Skills:

Candidate is typically able to work effectively with clients over the phone, take direction from the operations staff to assist in problem remediation. 

  • Experience/training on one or more of the following:  customer relations, project planning, database understanding, and helpdesk ticketing systems
  • Ability to develop documentation and assist with process definitions
  • Strong skills in problem tracking, problem logging, documentation, escalation and follow-up
  • Strong oral and written communications skills; strong organization skills
  • Takes direction and interacts well with leaders
  • Adept with excel
  • Excellent phone manner is a plus

Education/Experience:

  • High school diploma required
  • 1 or more years of work in field with customers
  • Solid year or more using Excel and Microsoft Office Products

Applicants must be currently authorized to work in the United States on a full-time basis. At this time, ePlus will not sponsor applicants for work visas for this position.

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  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
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