Senior Engineer, Managed Services

IT Solutions Consulting LLC•Raleigh, NC

14h•Hybrid

About The Position

IT Solutions is a nationally recognized Managed Service Provider with over 25 years of experience, specializing in high-end technology solutions for small and mid-market businesses. The Senior Engineer, Managed Services is a key member of the Managed Services team, responsible for supporting multiple clients and managing inbound and escalated inquiries on the Service Desk. This role requires a dedicated and relentless problem solver who can apply logic and an instinctive approach to resolving complex technical issues. As most clients rely on IT Solutions as their sole technological resource, the ideal candidate must enjoy learning new technologies on the fly, solving diverse technical challenges, understanding best practices, and thoroughly considering all potential outcomes before implementing impactful changes.

Requirements

Strong oral and written communication skills
Effective time management and multi-tasking skills
Maintains the ability to stay organized and be detail-oriented
Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
Knowledge of technical imaging, deployment, troubleshooting and technology migration.
Knowledge of all Microsoft 365 offerings, as well as a basic understanding of Active Directory.
Knowledge of server room rack management.
Ability to lift at least 50 pounds and be comfortable with climbing up step ladders.
Confident and comfortable with client facing activity.
Six years' work experience in an internal IT environment, preferably working in an MSP environment.
Bachelor’s degree in a related discipline.
Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.
Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2013-Current.
Experience with any of the following firewalls and remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc.
Experience with a ticketing system, such as ConnectWise Manage.

Nice To Haves

Preferably working in an MSP environment.
Experience supporting virtual desktop environments: Multi-Server Remote Desktop Server farm w/ Secure Gateway is prefer.

Responsibilities

Manage service tickets that are assigned to your personal and team queue and respond in agreed upon timeframe.
Provide superior service to customers and clients with limited supervision consistently.
Provides remote hardware/software support, documentation, support logs and other related information throughout triage process.
Act as internal escalation point for other Technicians to engage for technical assistance or process guidance; and able to provide guidance to teammates on operational processes, troubleshooting or customer service.
Responsible for the management of network, datacenter, security, and voice technologies. This includes but is not limited to Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, NetApp and other technologies.
Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
Uses monitoring tools to investigate potential issues or respond to monitoring events, this can include but not be limited to Kaseya VSA, Connectwise Automate, LogicMonitor, Nagios, etc.
Assists in monitoring and maintaining network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
Interacts with telecommunication, hardware and software vendors and operates on the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders.
Interact and work directly with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time.
Work regularly with internal service and project coordinators who assign tickets to the Service DeskTeam.
Produce detailed service reports regularly and communicate updates or changes internally and to the clients.
Participate in a week-long on-call rotation a few times per year.
Travel onsite to client offices to provide services. Days not spent traveling will be worked onsite at IT Solutions in Raleigh, NC or at times working from home.
Serves as the first escalation point for both internal team members and engage upper management when necessary.