Managed Service Engineer

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Managed Services Engineer provides engineering‑level support of managed services to Business customers. The role investigates and troubleshoots chronic, complex, unresolved issues and overall product‑related problems, including configuration changes as needed. Fundamentals include IP networking, routing protocols, and 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 and the ability to communicate effectively with customers at all levels, including executives, are essential.

• Identify, analyze, and resolve technical issues.
• Use diagnostic tools and techniques to diagnose problems.
• Apply creative problem‑solving to address unexpected challenges.
• Collaborate with cross‑functional teams, including engineers and other support staff, to resolve issues.

• Configure monitoring tools to track system health and performance.
• Coordinate software upgrades and ensure pre‑ and post‑check steps are followed.
• Proactively monitor, identify, and resolve potential bottlenecks or vulnerabilities.

• Document configurations, changes, and troubleshooting steps thoroughly.
• Provide detailed incident and performance reports to clients as needed.
• Maintain an up‑to‑date knowledge base for common issues and resolutions.

• Explain complex technical concepts to non‑technical Business customers in a clear, understandable manner.
• Practice active listening to gather detailed information about issues and requirements.

• High School Diploma or GED (Required)
• Associate’s Degree in a STEM program;
  College degree and/or 2‑years of relevant work experience (Preferred)
• Managed Services certifications, such as SASE or Managed Meraki (Preferred)

• Proficiency in technologies, platforms, and systems that support the service.
• 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 experience (Required)

• Network troubleshooting expertise.
• Experience with wireless network, mobility, and application troubleshooting.
• Experience with layered communication protocols, system administration, enterprise security, IP, MPLS, and Wi‑Fi network design.
• Strong verbal and written communication skills.
• Active listening and the ability to explain complex concepts to customers at all levels.
• Organizational skills to manage tasks, prioritize workload, and meet SLAs.
• Logical thinking and adept troubleshooting skills.
• Knowledge of cybersecurity practices, including firewalls, intrusion detection, and security policies.
• Continuous learning and adaptation to new technologies and tools.
• Proficiency in Microsoft Office suite.
• Collaboration skills and the ability to lead or participate in teams.
• Knowledge of IP networking.
• Valid driver’s license and safe driving record (Preferred)

• Cisco CCNA, CCNP, CCENT;
  CompTIA A+, Network+, Security+; MCP, MCP+1, MCSE; WCNA; and other relevant certifications (Preferred)

• At least 18 years of age.
• Legally authorized to work in the United States.

Travel Required:

Yes

DOT Regulated Position:
No

Safety Sensitive Position:
No

Base Pay Range: $69,200 – $124,900. Corporate Bonus Target: 15%.

Medical, dental, and vision insurance; flexible spending account; 401(k);…