Senior Engineer, Managed Services

Senior Engineer, Managed Services

The Senior 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. At IT Solutions, most of our clients rely on us as their sole technological resource.

The Senior Engineer, Managed Services will be responsible for a range of tasks, from project design and deployment responsibilities, server troubleshooting, and user desktop support regularly. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes.

Responsibilities:

• Manage service tickets assigned to your personal and team queue and respond in agreed-upon timeframe.
• Provide superior service to customers and clients with limited supervision consistently.
• Provides remote hardware/software support, documentation, support logs and other related information throughout 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. This includes but is not limited to Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, Net App and other technologies.
• Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• Uses monitoring tools to investigate potential issues or respond to monitoring events, this can include but not be limited to Kaseya VSA, Connectwise Automate, Logic Monitor, Nagios, etc.
• Assists in monitoring and maintaining network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• Interacts with telecommunication, hardware and software vendors and operates on the customers' behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders.
• Interact and work directly with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time.
• Work regularly with internal service and project coordinators who assign tickets to the Service Desk Team.
• Produce detailed service reports regularly and communicate updates or changes internally and to the 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 or at times working from home.
• Serves as the first escalation point for both internal team members and engage upper management when necessary.

Knowledge, Skills, and Abilities:

• Strong oral and written communication skills
• Effective time management and multi-tasking skills
• Maintains the ability to stay organized and be detail-oriented
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment

Experience:

• Bachelor's Degree, or equivalent level of experience in related field.
• Six year's work experience in an internal IT environment, preferably working in an MSP environment.
• Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.
• Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2013-Current.
• Experience with any of the following firewalls and remote access VPNs:
  Cisco Any Connect, Meraki, Sonicwall, Fortinet, etc.
• Experience with a ticketing system, such as Connect Wise Manage.
• Experience supporting virtual desktop environments:
  Multi-Server Remote Desktop Server farm w/ Secure Gateway is preferred.

Certificates, Licenses, Registrations:

• CompTIA A+, Microsoft Windows, Apple macOS certification, Cisco Certifications not required but would be a plus

ITS offers a full benefits package, including:

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Flexible Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and…