Managed Service Engineer

About the role

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.

Responsibilities

• Troubleshooting and Problem Solving
• 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.
• Monitoring and Maintenance
• 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.
• Configuration, Documentation and Reporting
• 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.
• Customer Service and Communication
• Able 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.

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.

Qualifications

• 4-7 years Experience in TelecommunicationsIT/Network Administration (Required)
• Knowledge, Skills and Abilities: Network TroubleshootingExperience involving wireless network, mobility and application troubleshooting skillsExperience with layered communication protocols, system administration roles, enterprise security architectures and principles, IP and MPLS networks and Wi-Fi networks and design(Preferred)

Skills

• 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)
• OrganizationEfficiently manage tasks and prioritize workload to meet service level agreements (SLAs).
• 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 DevelopmentStay 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 Microsoft suite (Required)
• Collaboration Easy to collaborate with and take the lead as needed (Required)
• Project ManagementExcellent organizational, communication, presentation, Execution, and multi-tasking skillsKeep track of multiple client accounts, tasks, and projects simultaneously.Plan and execute tasks to minimize downtime and disruptions. (Required)
• IP Working knowledge of IP (Required)
• Valid driver’s license and safe driving record (Preferred)

Benefits

• Full and part-time employees have access to the same benefits when eligible.
• We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance.
• We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!