Job Summary
The Command Center Engineer serves as the first point of contact for clients and vendors, managing calls, chat requests, tickets, and mailbox incidents. You will perform level 1.5 troubleshooting by applying standard operating procedures to resolve issues or escalate appropriately, ensuring high-quality service delivery aligned with Managed Services Service Desk expectations.
Responsibilities
- Receive, log, validate, and diagnose client requests across the full range of products and services, applying agreed service level agreements using standard tools, platforms, and processes
- Apply product and process knowledge to respond effectively to tickets and client inquiries
- Deliver first call resolution by following standard operating procedures or work instructions whenever possible
- Identify and recommend creation of relevant knowledge articles when existing content is insufficient
- Provide timely and clear updates to clients on pending requests or tickets upon request
- Collaborate closely with resolver groups and other functions to ensure clients receive prompt and accurate status updates
- Analyze current processes, procedures, and services to identify gaps and propose improvements that enhance service quality and efficiency
- Exercise sound judgment to escalate issues to higher support levels when necessary
- Maintain a professional service quality standard to ensure client satisfaction and retention
Required competencies and certifications
- ITIL Foundation certification (or obtain within 2 months of service)
- CompTIA A+ certification (or obtain within 2 months of service)
Preferred competencies and qualifications
- Advanced general qualification in Technology (Technical Diploma) or equivalent
- Familiarity with ITIL concepts
- Knowledge of network technologies including WAN, LAN, WLAN, Security, Cloud, Videoconference, or Collaboration technologies is an asset
- Demonstrable related work experience in the Technology Industry and Command Center environment is preferred
