Senior Engineer, Managed Services

Job Summary

Providing remote support for a diverse range of technical issues, the full-time Senior Engineer, Managed Services will manage service tickets, deliver superior customer service, and oversee network and security technologies for multiple clients.

Key responsibilities

• Manage service tickets and respond within agreed timeframes while providing remote hardware/software support and documentation
• Act as an internal escalation point for technical assistance, guiding teammates on operational processes and troubleshooting
• Analyze and troubleshoot logs, monitor network hardware and software, and collaborate with vendors to resolve technical issues

Required qualifications

• Six years of experience in an internal IT environment, preferably within a Managed Service Provider (MSP) setting
• Bachelor's degree in a related discipline
• Experience managing or troubleshooting Windows desktop and Windows Server versions, as well as Office 365 Exchange online
• Familiarity with firewalls and remote access VPNs, such as Cisco AnyConnect and Sonicwall
• Proficiency with a ticketing system, such as ConnectWise Manage