Managed Service Engineer

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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.

• 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.

• 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)

• 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.
• 4‑7 years of Experience in Telecommunications.
• IT/Network Administration (Required)

• 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
• Communication – Strong Verbal and Written
• 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)

• Cisco CCNA, Cisco CCNP, Cisco CCENT, CompTIA A+, CompTIA Network+, CompTIA…