About CSP:

Headquartered in Raleigh, CSP provides IT solutions and services to businesses throughout North Carolina. Our customers range from small to mid-size businesses, to large corporations, to state and local government entities. Our solution offerings include Managed Services, Cloud Services, Cisco advanced technology solutions, and Data Center solutions. Founded 25 years ago, CSP employs approximately 35 talented and dynamic individuals. We have received numerous growth and industry awards for our achievements. For more information, visit our web site at www.cspinc.com. CSP offers very attractive compensation packages and benefits.

Our extensive benefits package includes:

comprehensive health and prescription drug insurance, life insurance, dental insurance, vision insurance, short-term and long-term disability, flexible spending account plan, Section 529 College Savings Plan, 401(k) and Profit Sharing. Client

ENGINEER II

(RRT)

Primary Position Responsibilities:

Provides the technical support necessary for the diagnosis and resolution of problems presented primarily from (1) customer calls, (2) tickets created as the result of electronic communications from the customer, and (3) tickets transferred from the NOC team that are unable to be closed. Takes ownership of issues relating to customer issues, develops a plan for resolution, and proactively communicates with the customer as appropriate during the resolution process. Must be able to handle all Tier I & II technical issues presented. When possible, Tier III technical support should also be provided. Accepts ownership of assigned tickets and diligently works them to closure, or transfers tickets to senior engineers, according to Service Level Agreement. Must be able to recognize, research, isolate, and present a resolution to complex technical issues. When appropriate, proactively engages with manufacturer technical support as necessary to resolve problems. Before leaving the office daily, has all assigned and outstanding Severity I or II tickets resolved, or appropriately transferred to a senior engineer and customer updated. For all newly assigned tickets, initial customer contact must have been made, or attempted to be made (with message or email), according to the Service Level Agreement. Collaborate with CSP clients and other departments within CSP to coordinate the most appropriate path to resolution for technical issues.

Minimum Technical Requirements:

2+ years' progressive technical experience in the support of information technology solutions. Strong working knowledge of Microsoft desktop operating systems, Microsoft server operating systems, including Active Directory, Group Policies, terminal services, RDP, etc. Fundamental understanding of networking technologies. Fundamental understanding of virtual deployments from VMware, Citrix, and\\or Microsoft. Experience supporting data backup systems, AV platforms, etc. Excellent customer service, verbal and written communication skills. Ability to positively contribute to a dynamic and exciting team environment. A two-year associate's degree in a computer related field, A+ and/or Network+ certification, other related vendor specific certification, or commensurate experience.

Desired Technical Qualifications:

A successful track record working for another Managed Services Provider (MSP). Experience with Microsoft Exchange and\\or Office 365. Experience in supporting VMware and\\or Citrix environments. Experience with Cisco switches, routers, firewalls, servers, wireless networks, and security best practices. 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