Managed Services Engineer

Position Overview

As a Managed Services Engineer, you will be the primary technical and relationship lead for assigned clients within Managed IT Services. This role combines advanced technical support, deep understanding of client environments, and proactive service delivery management. Our Managed Services Engineers ensure client satisfaction, drive service excellence, oversee delivery of contracted services, and act as the main escalation point for unresolved technical issues.

• Provide Multi-Client Support
  :
  Deliver first‑class technical support for a diverse range of systems and configurations, understand each client’s IT environment, follow established service desk practices, work closely with clients to identify needs and ensure satisfaction, perform systems management for on‑premises and cloud‑based servers (patch management, monitoring, troubleshooting), implement and support networks (switches, routers, firewalls), provide Tier 2 escalation support, respond to outages, document, track, and resolve issues, travel to remote sites on a rotational basis, provide on‑call support, and mentor service desk staff.
• Manage Incidents
  :
  Log, categorize, prioritize, and diagnose incidents; provide workarounds; and escalate complex issues as needed. Analyze system logs for potential problems.
• Conduct Proactive Maintenance
  :
  Monitor client systems, conduct preventive maintenance, maintain client technology assets (servers, clients, printers, wireless hardware, voice/data wiring), and participate in after‑hours maintenance windows.
• Maintain Communication and Documentation
  :
  Serve as bridge between clients and MSP, keep accurate incident records, assist in developing technical standards, train end‑users, produce training materials, and guide clients on new systems and best practices.
• Uphold Service Level Agreements (SLAs):
  Ensure support services meet defined SLAs and maintain high client satisfaction.
• Other duties as assigned.

• 3–5 years of experience with servers, networks, desktops, laptops, and troubleshooting networked environments.
• Experience in help‑desk/ end‑user/ desktop support; MSP experience preferred.
• Strong background in Microsoft Office 365.
• Experience with Active Directory, software installation/removal, data backup/restore, antivirus/firewalls/security, Internet/networking/wireless connectivity.
• Experience with Citrix and Remote Desktop Services.
• Experience with remote access, UPSs, print servers, printer maintenance, and repair.
• Experience with Auto Task a plus.
• Valid driver’s license and reliable transportation for travel.
• Excellent interpersonal, written, and verbal communication skills.
• Resourceful, self‑starter, productive working independently or collaboratively in a fast‑paced environment.
• Share values: growth, relationships, integrity, and passion.

• Opportunity to work with a rapidly expanding tech company alongside bright minds.
• Opportunity to work with cutting‑edge technology in a casual, fun environment.
• Opportunity to be part of a local company committed to making a difference in the community.

Mid‑Senior level

Contract

Engineering and Information Technology

Data Infrastructure and Analytics