Engineer, Managed Services

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, NetApp 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, LogicMonitor, 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.
• Produces detailed service reports regularly and communicates 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.

Qualifications

• Confident and comfortable with client facing activity.
• Strong oral and written communication 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.
• Understanding of all Microsoft 365 offerings, as well as a basic understanding of Active Directory.
• Ability to lift at least 50 pounds and be comfortable with climbing up step ladders.