Managed Services Engineer II (Gainesville, GA area)

Logically•Gainesville, GA

17h•Hybrid

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 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. This role will require being onsite at a client location 2 or more days per week in the Gainesville, GA area.

Requirements

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
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)

Nice To Haves

2-4 years of experience in a closely related position doing MSP technical support/troubleshooting
Certifications 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
Experience with Kaseya

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