Engineer, Managed Services

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast‑growing Managed Service Provider providing high‑end technology solutions to small and mid‑market businesses.

The Engineer, Managed Services is part of the Managed Services team responsible for supporting multiple clients and handling inbound and escalated inquiries on the Service Desk. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. They enjoy learning new technologies on the fly while solving diverse technical challenges and understand best practices to minimize impact.

Managing the stress of client‑down situations and providing excellent customer service are paramount.

• Manage service tickets assigned to your personal and team queue and respond within agreed time frames.
• Provide superior service to customers and clients with limited supervision consistently.
• Provide remote hardware/software support, documentation, support logs, and other related information throughout the triage process.
• Act as internal escalation point for other technicians to engage for technical assistance or process guidance and provide guidance to teammates on operational processes, troubleshooting, or customer service.
• Responsible for the management of network, datacenter, security, and voice technologies (Cisco, Sonic Wall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper‑V, Net App, and other technologies).
• Analyze and troubleshoot logs and track the nature and resolution of problems; perform all levels of routing incident analysis.
• Use monitoring tools to investigate potential issues or respond to monitoring events (e.g., Kaseya VSA, Connect Wise Automate, Logic Monitor, Nagios).
• Assist in monitoring and maintaining network hardware and software; analyze logs and track problem resolution.
• Interact with telecommunication, hardware and software vendors and operate on the customer’s behalf to drive resolution of issues while providing regular progress updates to stakeholders.
• Collaborate with advanced technician groups and vendors to elevate technical issues, provide client updates, and drive incidents to resolution.
• Work regularly with internal service and project coordinators who assign tickets to the Service Desk Team.
• Produce detailed service reports and communicate updates or changes internally and to clients.
• Participate in a week‑long on‑call rotation a few times per year.
• Travel onsite to client offices to provide services; days not spent traveling will be worked onsite at IT Solutions in Overland Park, KS, or occasionally from home.

• Confident and comfortable with client‑facing activity.
• Strong oral and written communication skills.
• Effective communication with internal team members, customers, clients, and stakeholders.
• Ability to stay organized and detail oriented.
• Demonstrated passion for solving problems, taking initiative, and driving continuous improvement.
• Exceptional organizational skills and ability to self‑manage, multitask effectively in a fast‑paced environment.
• Understanding of Microsoft 365 offerings and basic knowledge of Active Directory.
• Physical ability to lift at least 50 pounds and climb step ladders.

• Bachelor’s Degree or equivalent experience in engineering, business, or IT‑related field preferred.
• 2+ years’ work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, datacenter, and security technologies.
• 3 years in a helpdesk role, triaging reported issues and incidents by customers.
• Experience managing or troubleshooting Windows desktop and Windows Server (2012‑Current).
• Experience with Office 365 Exchange online and Microsoft Exchange 2013‑Current.
• Experience with firewalls and remote access VPNs (Cisco Any Connect, Meraki, Sonic Wall, Fortinet).
• Experience with a ticketing system such as Connect Wise Manage.
• Experience supporting virtual desktop environments;
  Multi‑Server…