Onsite role in Dayton, Ohio, supervising a team of assigned resources to support an Enterprise Managed IT Services customer.  Resources will be onsite and remote.  Technologies will include Network, Voice/Collaboration, Data Center, End User technology support (onsite, remote and hardware) including hosted and on-premise application support.

Job Duties:

Daily

• Monitoring Incidents and Request Case queues, assigning cases as needed, oversee case progress and completion within prescribed service level agreements (SLAs) as defined based upon priority
• Communicate incident escalations to involved Engineers, Account Managers, Management, and the Client as needed
• Manage and resolve Enterprise Account escalations
• Scheduling/Updating calendars, review and approve time off requests and coordinating resources.
• Customer and Sales liaison, contact point, and primary escalation resource for any Support issues on open service cases.
• Technician Workload Management
• Review Dashboards to assist with case management (management of unassigned cases, cases not recently updated, service level agreements, and aging cases).
• Identify any issues with case handling and coach engineer staff to provide optimal service.
• Spot check case comments and states to ensure that they are detailed, accurate, and are occurring in a timely manner.
• Identify aging service calls and work to overcome any obstacles and drive calls toward resolution.
• Investigate CSAT issues and report back findings to Operations Management.

Weekly

• Run a weekly account engineering meeting to track action items, obtain status, coordinate progress and work to complete within agreed time frames.
• Weekly Status Updates for Service Tickets/Call review meetings
• Reporting for enterprise accounts or high touch/visibility annuity accounts
• Service Call Queuing and Workload Management

Monthly

• Development of reporting, dashboards needed to improve service & support in the account.
• Assisting with investigating SLA violations, device availability

Additional Duties as needed

• Enterprise Account On-Call Scheduling
• Address negative surveys by doing initial research on the situation and reporting details to management for coaching purposes and customer communication.
• Performs other job-related duties as requested/directed
• Management of small-scale projects of varying technologies - Under 40 hours - (Cisco datacenter, security, wireless, route switch, voice, virtualization, storage, etc.)

• 5+ years of experience supervising both onsite and remote team members.
• Must have experience working with and understanding ticketing systems, preferably ServiceNow.
• Must have experience managing SLA times and providing escalation as needed.
• Must have excellent communication skills in working with both Sentinel management and the client communications.
• Must be able to investigate CSAT issues and work towards resolution.
• The candidate must have a car, as this position requires travel between location and the transportation of equipment
• A valid driver’s license and proof of vehicle insurance will be required
• Legally authorized to work in the US without sponsorship
• Must demonstrate a “can-do” attitude

We focus on candidates that display our “ACE” factor – Attitude, Compassion, and Enthusiasm to deliver quality solutions with exceptional customer service.

What you get:

We offer an energetic work environment with many corporate culture amenities, competitive salary, and rich benefit plan including: Medical, Dental, Vision, 401K, 529, Life Insurance, Income Protection Short and Long-Term Disability, Medical and Child/Elder Care, Flexible Spending Account Plans, Employee Assistance Program, Two weeks vacation, additional paid time-off for Personal and Sick, certification and hands-on training, and discounts for local event entertainment and health clubs.

MOTIVATED…..make IT happen!

Sentinel Technologies, Inc. has been rated a top workplace every year since 2012!

About Us:      

Sentinel delivers solutions that can efficiently address a range of IT needs – from security, to communications, to systems & networks, to software applications, to cloud and managed services; all of which include our staffing solutions for our clients. Since 1982, Sentinel has grown from providing technology maintenance services to our current standing as one of the leading IT services and solutions provider in the US. We have aligned with many of today’s global technology leaders including Cisco, Dell, VMware and Microsoft. Sentinel services customers both nationally and internationally with primary support operating centers in Downers Grove (HQ), Chicago, and Springfield, IL; Phoenix, AZ.; Detroit, Lansing, and Grand Rapids, MI; Milwaukee, WI; Denver, CO; and Fort Lauderdale, FL. 

If you are MOTIVATED… you can make IT happen at Sentinel. Our commitment to our employees is to create a work environment that encourages creativity, an entrepreneurial spirit, fosters growth through certification and hands-on training, and values a team-oriented culture with rewards based on impact!

If you share our passion about what technology can do and want to be part of a top workplace environment – we’d like to have you join our team.  Learn more at www.sentinel.com/careers.

As part of Sentinel's employment process, candidates will be required to complete a background check. Only those who meet the minimum requirements will be contacted. No phone calls please.

Sentinel is proud to be an equal opportunity/affirmative action employer committed to a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, genetics, disability, pregnancy, veteran status or any other basis protected by law.

If you are an individual with a disability and need assistance in applying for a position, please contact SentinelHR1@sentinel.com.