Managed Services Engineer 3

About the role

As a Managed Services Engineer, you will handle complex technical and security issues from the Service Desk and interact directly with customers to resolve their IT problems. This position requires advanced technical skills, excellent communication, and a proactive approach to problem-solving.

Responsibilities

• Serve as a frontline engineer to our customer base, resolving issues to ensure productivity.
• Serve as an escalation point for complex Service Desk issues, providing expert troubleshooting support.
• Perform remote troubleshooting for workstations, networks, and servers to resolve intricate technical issues.
• Manage and support remote access solutions, including VPN, hardware/software, Terminal Services, and Microsoft Azure.
• Assist in hardware upgrades/replacements and Hosted Services Migrations such as Microsoft 365 (Exchange/SharePoint) and Microsoft Entra (AD/Intune).
• Provide functional direction to Tier 1 & Tier 2 team members, supervising their work and guiding them through complex tasks.
• Travel on-site to support customer environments as needed, ensuring high-level technical assistance and customer satisfaction.
• Install, test, and configure new workstations, peripheral equipment, and software, ensuring high performance and efficiency.
• Participate in a weekly on-call rotation to support the team, ensuring availability for after-hours support and urgent client needs.
• Adhere to all Uprise standard operating procedures and policies.
• Other tasks as customer and business needs evolve.

Qualifications

• 4+ years in technical support within a Managed Services Provider (MSP) environment.
• Proven expertise in security, server, desktop, storage, networking, and advanced IT concepts and policies.
• Strong analytical and troubleshooting skills, with the ability to prioritize based on issue criticality.
• Excellent documentation skills for both users and internal staff.
• Technical Skills: Expert Level - Security practices, including Entra (Azure), Conditional Access Policies, Data Loss Prevention Policies. Infrastructure management (Firewalls, Switches), Windows Server (2016+), Windows Desktop, Server Hardware (SAN, iDRAC, ILO, RAID). Networking (WAN/LAN, routing, switching, security, load balancing), protocols (TCP/IP, VPN, IPSEC, VoIP, QoS). Virtualization platforms, storage solutions, Microsoft 365, Google Workspace, and Remote Desktop Services. DNS/DHCP, Intune, and documentation practices. Competent Level - PowerShell, scripting, and automation. OSX troubleshooting, Android/iOS administration. VoIP systems.
• Soft Skills - Strong customer service orientation, with patience and empathy for resolving user issues. Self-motivated, with analytical, critical thinking, and decision-making skills. Proactive problem-solving, time management, and organizational abilities. Effective verbal and written communication skills, with the ability to explain technical concepts in simple terms. Adaptability, attention to detail, and a positive attitude. Ability to mentor junior staff and work well in team environments.
• Physical Requirements - Ability to occasionally lift up to 25 pounds, perform manual tasks like setting up equipment, and move around office or client sites. Comfort with prolonged computer work, focusing on screens for troubleshooting and configuration tasks.

Benefits

• 100% of your Healthcare Insurance covered by Uprise
• Comprehensive Dental and Vision plans
• Retirement savings with company match
• Generous vacation and holiday time
• Remote work friendly
• Volunteer time in our communities as a team
• Extensive professional development and training

Pay

Competitive compensation packages, robust benefits, and professional growth opportunities.

Schedule

Not specified