Managed Service Engineer

Managed Services Engineer

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Job Overview:
Managed Services Engineer provides engineering level support of managed services to Business customers. This includes the investigation and troubleshooting of chronic, complex, unresolved issues and/or overall product related troubles including configuration changes as needed. Fundamentals for the role include IP Networking, routing, protocols, Wireless technology. This role requires a combination of technical, communication, and organizational skills to effectively meet the needs of Business customers and maintain their systems.

Strong problem-solving skills combined with the ability to effectively communicate to Business customers of all levels (up to and including executives) is a necessity.

Job Responsibilities:

• Identify, analyze, and resolve technical issues.
• Use of diagnostic tools and techniques to diagnose problems.
• Creative problem-solving to address unexpected challenges.
• Work with cross functional teams including engineers and other support as needed to resolve

• Skill in setting up and configuring monitoring tools to track system health and performance.
• Coordinate software upgrades when required and ensure pre and post check steps are followed.
• Proactive monitoring, identification and resolution of potential bottlenecks or vulnerabilities.

• Thoroughly document configurations, changes, and troubleshooting steps.
• Provide detailed incident reports and regular performance reports to clients as needed.
• Maintain an up-to-date knowledge base for common issues and resolutions.

• Ability to explain complex technical concepts to non-technical Business Customers in a clear and understandable manner.
• Active listening to gather detailed information about issues and requirements.

Education:

• High School Diploma/GED (Required)
• Associate's Degree STEM Program
  College Degree and/or 2-Years relevant work experience (Preferred)
• Managed Services
  
  Certifications:
  
  SASE, Managed Meraki (Preferred)

Work Experience:

• Ability to quickly identify, analyze and resolve technical issues.
• Proficiency in the specific technologies, platforms, and systems your service supports.
• Strong understanding of networking concepts, protocols, and configurations.
• Knowledge of cloud computing platforms, such as AWS, Azure, or Google Cloud.
• Familiarity with cybersecurity best practices and tools.
• (Required)
• 4-7 years
  • Experience in Telecommunications
• IT/Network Administration (Required)

Knowledge, Skills and Abilities:

• Network Troubleshooting
• Experience involving wireless network, mobility and application troubleshooting skills
• Experience with layered communication protocols, system administration roles, enterprise security architectures and principles, IP and MPLS networks and Wi-Fi networks and design
• (Preferred)
• Communication
  • Strong Verbal and Written
• Ability to explain complex technical concepts to non-technical Business Customers (at all levels including executives) in a clear and understandable manner.
• Active listening to gather detailed information (Required)
• Organization
• Efficiently manage tasks and prioritize workload to meet service level agreements (SLAs).
• Keep track of multiple client accounts, tasks, and projects simultaneously.
• Plan and execute tasks to minimize downtime and disruptions. (Required)
• Problem Solving
  • Logical thinking and adept troubleshooting skills (Required)
• Security
  • Knowledge of cybersecurity best practices including firewalls, intrusion detection systems, and security policies (Required)
• Learning and Development
• Stay updated with emerging technologies and industry trends.
• Quickly learn and adapt to new tools, systems, and software.
• Respond effectively to changing client needs and evolving technical landscapes. (Required)

• Computer Network Operations
  • Proficient in…