Managed Services Engineer II (South Carolina)

Logically•Raleigh, NC

23d•Onsite

About The Position

A trusted partner for over 20 years, Logically, a Managed Security Solutions Provider (MSSP), offers cyber-first solutions and services that infuse security across technology infrastructures to reduce risk and empower teams to focus on their business, not the technology behind their business. At Logically, we’re passionate about empowering businesses to succeed in a world where technology and cybersecurity are constantly evolving. Our team of subject matter experts includes cybersecurity professionals, service delivery gurus, cloud specialists, and more, all working together to help our clients navigate the complex and ever-changing landscape of IT. But what truly sets us apart is our people. We’re a close-knit team of professionals who are committed to doing the right thing for our clients and for each other. We value accountability, customer centricity, quality relationships, and nimbleness. Working at Logically isn’t just about a job – it’s about being part of a community of like-minded individuals who are dedicated to excellence in everything we do. We’re proud of the work we do, but we’re also committed to creating a fun, supportive work environment where everyone can thrive. If you’re looking for a challenging and rewarding career in the world of IT and cybersecurity, Logically is the place for you. Join our team of experts and help us make a difference for businesses. Why Work for Us: Be a part of a culture that is committed to “absolutely doing the right thing,” valuing the well-being of our colleagues and clients. Join a team of ambitious and talented individuals, working with cutting-edge technology to drive innovation with purpose. Enjoy a fun and engaging work environment, where we prioritize ensuring a good work-life balance. We offer competitive wages and benefits, attracting and retaining the best staff for our clients. Take advantage of opportunities for personal and professional development, empowering you to advance your career. Job Summary: The Managed Services Engineer II is a representative of the company that interacts daily with all levels of the customer’s workforce, from C-level to business and technical end-users. Working to efficiently close tickets with high level of accuracy, this role will perform a wide range of technical computing and information systems support, including installations, repairs, and preventative maintenance on desktops, laptops, servers, networking devices, and related software. The Managed Services Engineer II diagnoses mechanical, hardware, software, and system failures using established procedures.

Requirements

College Degree not required
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 superiorâ¯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

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 with Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server) and Kaseya is a plus

Responsibilities

This role will require being onsite at a client location.
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
Participate in a regular after-hours on-call rotation schedule
Provide continuous updates and communication on assigned tickets to ensure customer’s have daily interaction and support

Benefits

Be a part of a culture that is committed to “absolutely doing the right thing,” valuing the well-being of our colleagues and clients.
Join a team of ambitious and talented individuals, working with cutting-edge technology to drive innovation with purpose.
Enjoy a fun and engaging work environment, where we prioritize ensuring a good work-life balance.
We offer competitive wages and benefits, attracting and retaining the best staff for our clients.
Take advantage of opportunities for personal and professional development, empowering you to advance your career.

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