Managed Services Engineer II (Winston Salem, NC area required)

About the role

As a Managed Services Engineer II, you will serve as a key representative of Logically, interacting daily with all levels of the customer’s workforce—from C-level executives to business and technical end-users. This role focuses on efficiently resolving technical issues with a high degree of accuracy while performing a broad range of IT support tasks, including installations, repairs, and preventative maintenance on desktops, laptops, servers, networking devices, and related software. You will diagnose hardware, software, and system failures using established procedures and provide onsite support at a client location in the Winston Salem, NC area, Monday through Friday, 8AM - 5PM Eastern.

Responsibilities

• Provide best-in-class customer service to Logically’s customer base while adhering to company values, best practices, and operational procedures.
• Manage the status of open tickets and projects, completing technical and operational tasks to address deliverables efficiently and accurately.
• Maintain up to 85% utilization to support key performance indicator attainment and Logically’s service level agreements.
• Drive continuous improvement in customer satisfaction (CSAT) scores to ensure consistent feedback from Logically’s customer base.
• Act as an escalation point for Managed Services Engineer I’s.
• Troubleshoot issues on a variety of information systems and network devices within complex customer environments.
• Update, manage, and troubleshoot workstation device connectivity and printer issues.
• Work within Active Directory to create and terminate user accounts as part of onboarding/offboarding, and reset passwords for customer environments.
• Implement appropriate IT procedures, configure software, and perform O365 administration functions across multiple platforms.
• Perform network troubleshooting, traffic analysis, and debugging.
• Manage Anti-Spam Policies and run virus scanning using Logically-approved software.
• Prioritize and work tickets based on SLA requirements, updating them daily.
• Support solutions such as email, storage, backups, monitoring, and productivity suites.
• Accurately log time by function and customer in ConnectWise, including detailed notes to ensure continuity of service.
• Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, and execute services.
• Provide continuous updates and communication on assigned tickets to ensure daily customer interaction and support.

Requirements

• 2-4 years of experience in a closely related position doing MSP technical support/troubleshooting (preferred but not required).
• Certifications in one of the following are preferred: CompTIA A+, Network+, Security+, MSFT 365 Fundamentals (MS-900T01), MS 100: Microsoft 365 Identity and Services, Microsoft Certified Professional (MCP), MS AZ-104 - Azure Administrator Associate, or Microsoft 365 Certified: Enterprise Administrator Expert.
• Familiarity with Microsoft Exchange, SQL, SharePoint, Windows Server, ConnectWise, and Remote Desktop Services.
• Experience in LAN/WAN and basic network troubleshooting.
• Experience in workstation and laptop hardware support, including backup software configuration with common data protection applications.
• Experience with Anti-Virus configuration across multiple A/V solutions.
• Experience with Microsoft Office Suite, Office 365, Azure, Windows Operating Systems (Desktop and Server), and Kaseya.
• Strong organizational skills and the ability to manage multiple tasks simultaneously in a high-pressure environment.
• Excellent interpersonal skills, including verbal and written communication, active listening, and the ability to handle difficult conversations.
• Ability to work effectively in a team environment, demonstrating leadership, presentation, and planning skills.
• Business acumen, with the ability to translate business requirements into technical solutions.
• Flexibility and composure under stress while managing multiple priorities.
• Sound problem-solving skills, with the ability to generate options and select the best solution.
• Ability to build relationships based on trust to foster collaboration among team members and stakeholders.
• Team-player mentality with a willingness to share knowledge.

Why work for us

• A culture built on doing the right thing.
• Work at the forefront of cybersecurity and emerging technologies.
• Collaborative, growth-oriented environment.
• Competitive compensation and benefits.
• Opportunities for professional development and advancement.
• Make a real impact by helping organizations reduce risk and build resilience.

Schedule

This role requires onsite support at a client location in the Winston Salem, NC area, Monday through Friday, 8AM - 5PM Eastern.