• Respond to auto generated ticket alerts both critical and non-critical. • Monitor and work tickets in ticket system for client submitted requests. • Acknowledge and respond to tickets based on Managed Services SLA. • Be part of a phone call queue for client call in requests. • Review monthly client reports and provide resolutions solutions based on generated reports. • Escalate tickets to internal departments and clients IT departments. • Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc. • Monitor and analyze customer networks, systems, backups, and security appliances. • Work with customer’s primary field engineer to perform work on an as needed basis. • Perform other duties, as assigned.