Support Engineer, Vendor Engagement

About the Role

The MSP Support Engineer - Vendor Engagement Specialist is a critical administrative role within MSP Operations. This role facilitates and monitors communications between customers and vendors, ensuring complex issues are addressed and resolved in a satisfactory and timely manner.

Key Responsibilities

• Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication.
• Create cases within vendor requirements to enable accurate, resolution-focused customer engagement.
• Coordinate, schedule, and participate in calls and meetings between customers and vendors to address complex service issues.
• Monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
• Document all communications and follow-up actions in the company's ticketing system and other relevant systems.
• Identify and escalate recurring issues to the appropriate internal teams for process improvement.
• Work closely with the direct supervisor to develop strategies for improving vendor relations and customer service.
• Maintain an understanding of each vendor's capabilities, specialties, requirements, and limitations.
• Facilitate the onboarding of new vendors and maintain updated vendor information.
• Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews.
• Ensure compliance with all company policies and procedures.

Requirements & Tech Stack

• PSA software, such as Autotask
• Microsoft Office Suite

Qualifications

• 0-2 years of experience in an administrative or customer service role, preferably within an MSP or related technology services environment.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Ability to work effectively in a fast-paced, multitasking environment.
• Proven analytical and problem-solving abilities.
• Experience with vendor management or engagement is a plus.
• Strong attention to detail and commitment to excellence.
• Outstanding interpersonal skills with a customer-oriented mindset.
• Team player who can collaborate effectively with various departments and stakeholders.
• Proactive and self-motivated with a strong sense of accountability.
• Ability to maintain confidentiality and exercise discretion.

Preferred Certifications

• ITIL Foundation (v5 or higher)
• CompTIA A+