About Acuative
Acuative is a global IT solutions provider committed to delivering top-tier managed services, managed solutions, and network infrastructure support. With a client-first mindset and a relentless drive for excellence, we empower organizations to scale securely and efficiently. Our success is powered by our people—we invest in our employees through continuous on-the-job training, mentorship, and assisted learning that helps to grow our teams. At Acuative, you’ll find a collaborative environment built on professionalism, innovation, and the shared pursuit of achieving high results. Join us and help shape the future of IT.
Scope of the Position
The Service Desk Analyst L1 provides a single point of contact to Acuative Clients for Network and Voice related problems. Assist customers with telephone, email or trouble ticket inquiries to resolve or escalate Network or Voice issues and problems. Provide support and incident management and client communications for Network or Voice faults and service requests.
Essential Functions
- Provide first level support for any technology issue and problem following set processes and procedures
- Provide assistance by phone, email and/or using a ticketing management system
- Respond to alerts in a monitoring or management tool
- Create and accurately assign incidents in an ITSM Tool
- Incident queue management
- Excellent customer service skills
- Excellent note taking skills
- Escalate Issues as required to Tier2, Tier3 and Supervisory staff
- Quickly and accurately determine incident scope and impact
Required Qualifications
- Knowledge of WAN/LAN/WLAN/SD-WAN environments
- Basic knowledge of routers, switches, servers, broadband circuits, tylco circuits such as T1, T3, DS1, DS3, etc.
- Previous experience using an ITSM Tool
- Previous Experience using a network monitoring tool
- Understanding of ITIL Processes
- Customer focused
- Ability to multitask
- Good spoken and written English language skills
Additional Qualifications Desired
- Previous customer service experience a plus
- Previous NOC Environment experience a plus
- ITIL Certifications
- Cisco Fortinet Experience is a plus
Work Environment/Physical Demands
- Sitting at desk
- Climbing: Ascending or descending stairs and the like, using feet and legs and/or hands and arms
- Light work: Exerting up to 20 pounds of force occasionally, and/ or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects
- The worker is required to have close acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; analyzing data based upon color and distinguishing incident priorities based upon color and distinguishing incident priorities based upon color differences.
Equal Opportunity Statement
At Acuative, we believe our strength comes from our people—and that includes people from all backgrounds. We are proud to be an Equal Opportunity Employer, committed to creating a workplace where everyone feels valued, respected, and supported. Our inclusive culture encourages growth, creativity, and collaboration across all levels of the company. No matter who you are, if you’re passionate about doing great work, you’ll find a place with us.
