Shi International Ltd - Indianapolis, IN
posted 2 months ago
The ASG Managed Services Engineer is a pivotal role within SHI's Managed Services team, responsible for supporting, building, managing, configuring, and implementing solutions within the customers' managed platforms or services. This position is designed to ensure optimal system performance across all supported platforms, requiring a proactive approach to problem-solving and a commitment to continuous improvement. The engineer will work closely with both internal and external customers, leading IT projects and monitoring performance to optimize environments. Staying updated on industry trends and emerging technologies is essential, as is a focus on personal and professional growth. In this role, the engineer will engage directly with customers, providing status updates, managing change requests, and responding to incidents. They will also be responsible for developing and implementing standard operating procedures (SOPs) to standardize processes and improve service delivery. The engineer will track their time and document their work using SHI's Professional Services Automation (PSA) system, ensuring transparency and accountability in their contributions. Mentoring and training lower-tier engineering and service desk employees will also be a key responsibility, fostering a collaborative and knowledgeable team environment. This remote position requires a home office setup, with occasional meetings at SHI headquarters as determined by management. The engineer will report to the Manager of ASG Engineering in the ASG Product & MSP department, contributing to a culture of excellence and innovation within the organization.