Managed Services Engineer I (Remote-Gainesville, GA area)

Logically•Gainesville, GA

1d•Remote

About The Position

Managing modern technology has become increasingly complex. As organizations scale across clouds, endpoints, and hybrid environments, IT operations and cybersecurity often remain fragmented, creating gaps in visibility, slowing response times, and increasing risk. Logically closes that gap. We unify IT operations and cybersecurity into a single, accountable operating model that reduces risk, accelerates response, and strengthens resilience across the systems businesses depend on. With shared visibility, integrated workflows, and clear ownership, organizations gain greater control, fewer blind spots, and more confidence in their technology. Our approach is cyber-first by design, embedding protection into every layer, from end user to edge to cloud. By combining AI-assisted monitoring with human-led expertise, we deliver faster insight, smarter decisions, and more effective outcomes without the complexity of siloed tools. For more than 20 years, Logically has partnered with mid-market and enterprise organizations to simplify complexity, reduce risk, and improve resilience, acting as a true extension of their teams with clear accountability and measurable outcomes. Logically. Cyber-First. Future-Ready. The Managed Services Engineer I works as a member of a collaborative national support team that provides technical support to the clients of Logically. The Managed Services Engineer I will be expected to work on a variety of infrastructure environments which may include but are not limited to Windows Servers (Physical/Virtual), Windows Workstations, Switches, Firewalls, Access points, Data Storage Systems. In addition to this you will work with both Logically clients and vendors to resolve customer issues and requests in a timely manner. Gainesville, GA area highly preferred.

Requirements

Experience in LAN/WAN and basic network troubleshooting
Experience with Microsoft Active Directory and Azure AD
Understanding of Windows and Mac Operating systems, including but not limited to reinstallation of operating systems
Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server)
Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment
Strong interpersonal skills, including verbal and written communication skills along with excellent listening skills

Nice To Haves

on the job technical support experience
Minimum 1 year of experience in a closely related position doing MSP technical support/troubleshooting
Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise, and Remote Desktop Services
Experience with Kaseya
Experience with Imaging Solutions (MDT, WDS, ETC)
Basic PowerShell and or relevant Scripting Abilities

Responsibilities

Manage the status of open tickets and complete technical and operational tasks to resolve issues and close tickets efficiently and correctly
85% Utilization required
Work tickets based on SLA priority and expiration and update tickets daily
Account for time by function and by the customer in ConnectWise with a high level of accuracy to include notes detailing customer work status to ensure continuity of service
Completion of any other ticket classifications in adherence with the ITIL system of Service Delivery (Type, Subtype, Item, as needed)
Deliver outstanding customer service on-site and remotely to customers
Communicate progress and advise customers on account status, and changes, make suggestions, serve as coach regarding products/services and through processes
Communicate and strategize with POD members on high-priority problems, critical status changes, customer matters, call aging, and training
Based on customer and company needs, work after hours and on weekends for scheduled projects and in emergency situations
Configuration, deployment, and installation of end-user workstations and client computers
Installation of hardware to desktops, laptops, and servers. Including ram, storage drive, and graphics upgrades
Preparing and staging network devices (servers, switches, firewalls) for remote configuration
Create and Maintain client standard operating procedures for computer builds