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

Logically•Winston Salem, NC

2d•Onsite

About The Position

Logically addresses the complexity of modern technology by unifying IT operations and cybersecurity into a single, accountable operating model. This approach reduces risk, accelerates response, and strengthens resilience across essential business systems. By integrating AI-assisted monitoring with human expertise, Logically delivers faster insights and more effective outcomes without the complexity of siloed tools. For over 20 years, Logically has partnered with mid-market and enterprise organizations to simplify complexity, reduce risk, and improve resilience, acting as an extension of their teams with clear accountability and measurable outcomes. The Managed Services Engineer II is a client-facing role responsible for providing technical support and ensuring efficient ticket resolution with a high degree of accuracy. This role involves performing a wide range of technical computing and information systems support, including installations, repairs, and preventative maintenance on various hardware and software components. The engineer will diagnose system failures using established procedures and will be required to be onsite at a client location in the Winston Salem, NC area.

Requirements

2-4 years of experience in a closely related position doing MSP technical support/troubleshooting is preferred but not required
Certifications preferred in one of the following; 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, Microsoft 365 Certified: Enterprise Administrator Expert
Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise and Remote Desktop Services preferred
Experience in LAN/WAN and basic network troubleshooting
Experience in workstation and laptop hardware support, including backup software configuration experience with common data protection applications
Experience with Anti-Virus configuration with more than one A/V solution
Experience with Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server) and Kaseya is a plus
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
Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
Business acumen; translating business requirements into related solutions
Flexible and able to remain calm in times of stress while managing multiple priorities at one time
Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
Sound problem-solving technique with ability and persistence to generate options and select the best solution
Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
Ability to communicate effectively with customers and various levels of management both verbally and in written form
Ability to manage multiple projects in a fast-paced environment
Team player mentality and willingness to share knowledge with others

Nice To Haves

College Degree not required

Responsibilities

Provide best in class customer service to Logically’s customer base
Adhere to company values while following best practices and operational procedures
Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately
Maintain up to 85% utilization to support key performance indicator attainment and Logically service level agreements
Drive for continuous 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 related customer environments
Responsible for implementing appropriate IT procedures, configuring software, and implementing O365 administration functions across multiple platforms
Perform network troubleshooting, network traffic analysis and debugging
Manage Anti-Spam Policies and run virus scanning using Logically approved software
Work tickets based on SLA priority and expiration and update tickets daily
Support solutions such as email, storage, backups, monitoring and productivity suites
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
Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, plan and execute the services
Provide continuous updates and communication on assigned tickets to ensure customer’s have daily interaction and support