Managed Services Engineer

Provide Multi-Client Support:

• →Deliver first class technical support for a diverse range of systems and configurations, understanding the unique IT environment of each client and following established service desk practices
• →Work closely with clients to identify their needs and ensure client satisfaction
• →Perform systems management for on-premises and cloud-based servers, including patch management, system monitoring, proactive and reactive troubleshooting
• →Implement, maintain, and support networks, including switches, routers, firewalls, and other network devices
• →Provide Tier 2 escalation support for Service Desk and Managed Services incidents, service requests, and changes 
• →Respond to and troubleshoot network outages, anomalies, issues, and challenges as they arise
• →Document, track, and monitor problems to ensure a timely resolution
• →Travel to remote sites as needed and on a rotational basis to provide excellent support solutions to business needs (including after hours or as needed) 
• →Provide on-call support as needed (including after hours on a rotational basis) 
• →Serve as a mentor and trainer to members of the Service Desk

Manage Incidents: Log, categorize, prioritize, and diagnose incidents. Provide workarounds where necessary and escalate complex issues to the appropriate team.

• →Analyze system logs and identifying potential issues with computer systems

Conduct Proactive Maintenance: Monitor client systems for potential issues and conduct preventive maintenance to ensure smooth operation and prevent problems before they occur.

• →Maintain / support client technology assets including; servers, clients, printers, wireless hardware, and voice/data wiring 
• →Participate in after-hours maintenance windows

Maintain Communication and Documentation: Serve as the bridge between clients and our MSP, ensuring effective communication of issues, solutions, and updates. Keep accurate records (documentation) of all incidents, problems, and resolutions.

• →Assist in developing technical standards and workflows
• →Train end-users and prepare training materials on hardware and software use
• →Provide guidance and training to clients on new systems, software, and best practices for IT usage.

Uphold Service Level Agreements (SLAs): Ensure that support services meet the defined SLAs, aiming to achieve and maintain high levels of client satisfaction

Other duties as assigned 

• 3-5 years of experience working with servers, networks, desktops, laptops, and troubleshooting networked environments 
• Experience working in a help desk/ end-user/ desktop support environment; MSP experience preferred
• Strong background in Microsoft Office 365 
• Experience with Active Directory, software installation/removal, data backups/restores, antivirus/firewalls/security, Internet/networking/wireless connectivity 
• Experience working with Citrix and Remote Desktop Services
• Experience with remote access, UPS's, print servers and printer maintenance and repair 
• Experience AutoTask a plus
• Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locations
• Excellent interpersonal, written, and verbal communication skills required
• Resourceful in getting things done, self-starter, productive working independently or collaboratively – ours is a fast-pace entrepreneurial environment with performance expectations and deadlines 
• Share our values:  growth, relationships, integrity, and passion

• Opportunity to work with a rapidly expanding tech company alongside some of the brightest minds in the industry
• Opportunity to work with cutting-edge technology in a casual, fun environment
• Opportunity to be a part of a local company committed to making a difference in our community