Managed Services Engineer

Position OverviewAs 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, a deep understanding of client environments, and proactive service delivery management. Our Managed Services Engineers ensure client satisfaction, drives service excellence, oversee delivery of technical services, and act as the main escalation point for unresolved technical issues.Essential Duties & Responsibilities:Provide Multi-Client Support:Deliver first class technical support for a diverse range of systems and configurations, understanding the unique IT environment of each client and following established service desk practicesWork closely with clients to identify their needs and ensure client satisfactionPerform systems management for on-premises and cloud-based servers, including patch management, system monitoring, proactive and reactive troubleshootingImplement, maintain, and support networks, including switches, routers, firewalls, and other network devicesProvide Tier 2 escalation support for Service Desk and Managed Services incidents, service requests, and changesRespond to and troubleshoot network outages, anomalies, issues, and challenges as they ariseDocument, track, and monitor problems to ensure a timely resolutionTravel to remote sites as needed and on a rotational basis to provide excellent support solutions to business needs (including after hours or as needed)Provide on-call support as needed (including after hours on a rotational basis)Serve as a mentor and trainer to members of the Service DeskManage Incidents: Log, categorize, prioritize, and diagnose incidents. Provide workarounds where necessary and escalate complex issues to the appropriate team.* Analyze system logs and identifying potential issues with computer systemsConduct Proactive Maintenance: Monitor client systems for potential issues and conduct preventive maintenance to ensure smooth operation and prevent problems before they occur.* Maintain / support client technology assets including; servers, clients, printers, wireless hardware, and voice/data wiring* Participate in after-hours maintenance windowsMaintain Communication and Documentation: Serve as the bridge between clients and our MSP, ensuring effective communication of issues, solutions, and updates. Keep accurate records (documentation) of all incidents, problems, and resolutions.Assist in developing technical standards and workflowsTrain end-users and prepare training materials on hardware and software useProvide guidance and training to clients on new systems, software, and best practices for IT usage.Uphold Service Level Agreements (SLAs): Ensure that support services meet the defined SLAs, aiming to achieve and maintain high levels of client satisfactionOther duties as assignedRequired Skills:3-5 years of experience working with servers, networks, desktops, laptops, and troubleshooting networked environmentsExperience working in a help desk/ end-user/ desktop support environment; MSP experience preferredStrong background in Microsoft Office 365Experience with Active Directory, software installation/removal, data backups/restores, antivirus/firewalls/security, Internet/networking/wireless connectivityExperience working with Citrix and Remote Desktop ServicesExperience with remote access, UPS's, print servers and printer maintenance and repairExperience AutoTask a plusMust possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locationsExcellent interpersonal, written, and verbal communication skills requiredResourceful in getting things done, self-starter, productive working independently or collaboratively - ours is a fast-pace entrepreneurial environment with performance expectations and deadlinesShare our values: growth, relationships, integrity, and passionWhat's in it for You?Opportunity to work with a rapidly expanding tech company alongside some of the brightest minds in the industryOpportunity to work with cutting-edge technology in a casual, fun environmentOpportunity to be a part of a local company committed to making a difference in our community