Technical Intern Responsibilities and Expectations (in progress)
Job title (for purposes of signature and business cards): Technical Intern
1. Responsibilities
You are responsible for the following:
1. Complete these tickets on time:
- Your own "todo" queue.
- Other tickets on which you are the primary resource to be actioned at the time scheduled for you.
- Backup tickets (if and when assigned to you)
2. Promptly respond to customer notes on tickets on which you are the primary resource. These notes come into your mailbox. Check email regularly.
3. Enter your own ticket time entries promptly when you are assigned a service call on a ticket. Entering ticket time entries should be considered part of the assignment and should always be entered immediately after work is completed. This is part of the assignment.
4. Document changes you have made in customer infrastructure including:
- password changes
- new hardware
- new users and user accounts
- changes in or additions to network
- new software licenses and LOB programs
- other changes as needed
5. Monitor incoming customer communication when office admin isn't available. Check for new tickets and check your own mailbox regularly. Check "Info" mailbox at least once per hour when office admin is not working. Answer phones and triage tickets during these times. Issues that should be responded to right away are described here.
6. Notice and take appropriate action if something does not confirm to our policies or normal procedures, even if you are not provided with explicit instructions (e.g., a missing checklist item, a security policy that is not being followed, an end user with admin privileges, a machine you were assigned to set up or troubleshoot for a customer we manage that does not have our RMM software on it, etc.) If such a case arises, notify a senior team member of the discrepancy promptly.
7. Attend to "Workstation offline" tickets promptly as needed.
We take cyber security extremely seriously. You are responsible for understanding and following our general security policies and culture, beyond the letter of any checklists or KB articles you are following. 7. Notice and take appropriate action if you notice a technical issue while working on a different issue (e.g., you’re checking backups on a server and you happen to notice updates have been failing on the server). If such a case arises:
- Create a ticket for it. Assign Office Admin as secondary resource. Add a note to the ticket to ask Office Admin to schedule a tech to handle it. You may ask to shadow the tech as they work so you can learn.
8. Stay abreast of documentation and KB articles. Retain what you are taught, take notes and review as necessary. If something in the documentation or checklist is inconsistent with the way you're being shown, you are responsible for pointing that out and asking senior staff about updating the documentation.
9. Ask for help if you have a technical issue which you are incapable of resolving in a timely manner. Ask another technician for assistance immediately via Slack. Don't type in a large amount of detail in Slack. Just ask the tech if she is available to help you, provide the ticket # and hold off on too much detail until she responds to your request. If other techs are not immediately available to help you, you are responsible for requesting a scheduled review of the issue and getting a resolution.
10. Follow directives and instructions issued by more senior team members.
2. Assignments
Other work that you will be assigned by another team member:
1. Marketing assignments: Clutch site. Seo. Graphic design touch-ups - web site, signatures, logos.
2. Review dashboards periodically to make sure all changes are reconciled with Autotask contracts - Splashtop, SC, Webroot, etc.
3. Weekly Confirmation that all service calls have time entries.
4. Create order quotes in cooperation with office admin and technicians.
5. Assist with customer payment concerns.
6. Data entry.
7. Answer phones when needed so calls don't go to voice mail.
3. Other Expectations
As time allows, in coordination with the office admin, you should assist office admin by responding promptly (within two hours) to support requests from MSA customers as appropriate. Responding does not mean work needs to be scheduled or completed immediately. It means the customer receives a response. Please see Response Times and Services Levels .
You must be able and willing to communicate with the customer via the ticket system notes as well as via phone when necessary. You should also be able and willing to communicate with other team members to provide information or ask questions as necessary via the ticket system, Slack, phone and email.
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