Senior Managed Services Engineer

Senior Managed Services Engineer

Full-time, Regular – Deerfield Beach, FL, US. The Senior Managed Services Engineer works under the direction of the Managed Service Operations Center (MSOC) Manager and supports our clients and internal operations. The role is responsible for exceeding established SLAs, providing world‑class customer service and technical support, and managing service requests through our ticketing system.

• Provide phone and email support to a wide range of clients and internal resources
• Establish positive long‑lasting relationships with clients and internal staff
• Learn and work with new technologies on a constant basis
• Complete tasks both individually and as part of a team
• Enter all work as service tickets, time, and expenses in CSPi’s Professional Service Automation (PSA) tool, Connect Wise
• Inform management and key client personnel of operational and procedural deficiencies when encountered during shifts or from Problem Management issues
• Provide incident management support and perform investigative analysis while delivering accurate, thorough answers to customer inquiries in a timely manner
• Resolve and support technical issues via telephone and e‑mail
• Manage queue to achieve CSPi’s SLAs and maintain Quality Assurance standards for work performed; train staff/client members when applicable
• Interface with customer executives, technical representatives, partners, and all levels of internal employees to ensure accurate escalation processes, timely document registration, and streamlined workflow
• Review and attend to the daily customer checklist
• Maintain and verify that all backup systems are running optimally for all internal and external CSPi clients
• Maintain and update anti‑virus for internal and external CSPi clients
• Perform Microsoft Windows and third‑party vendor patching as required
• Maintain and optimize all critical and standard alerts generated by CSPi’s Connect Wise application
• Execute designated functions related to onboarding new clients

• VMware Certification preferred

• Must be a “team player” with outstanding communication and interpersonal skills
• Comfortable in an environment of rapid change
• Ability to work collaboratively and independently
• Knowledge of backup applications such as Acronis, Veeam, Barracuda, Comm Vault, etc.
• Experience with email and spam filtering services (Mimecast, Barracuda, Proofpoint, etc.)
• Familiarity with DNS, DHCP, and TCP/IP
• Understanding of switching and routing topologies (VLAN, basic routing protocol knowledge)
• Experience with firewall technologies (Cisco, Forti Gate, Palo Alto, etc.)
• Administering and designing Microsoft Windows Active Directory topologies
• Disaster recovery planning and implementation
• In‑depth knowledge of M365 and Microsoft SQL
• In‑depth knowledge of Microsoft Azure / Intune
• In‑depth knowledge of VMware vSphere 7.0 and above
• In‑depth knowledge of DNS, DHCP, etc.
• In‑depth knowledge of hyper‑converged infrastructure (Nutanix, EMC, Dell, HP, etc.)
• General understanding of telecommunications technologies
• Knowledge of Apple OS and devices a plus
• Knowledge of Managed Services ticketing systems, PSA tools, RMM tools (Connect Wise) a plus
• Former Managed Services experience preferred

CSPi is an Equal Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law.