Job Title: Senior Engineer, Managed Services Company Name: IT Solutions Consulting Job Url: https://builtin.com/job/senior-engineer-managed-services/8969014 Job Description: IT Solutions Consulting Senior Engineer, Managed Services Job Posted Yesterday Posted Yesterday Be an Early Applicant Hiring Remotely in Charlotte, NC, USA Remote or Hybrid Senior level Consulting The Role The Senior Engineer manages service tickets, provides technical support, analyzes issues, collaborates with vendors, and travels to client offices. They ensure client satisfaction through superior service and proactive troubleshooting of IT systems. Summary Generated by Built In Description About ITS:  Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.  Job Summary:  The Senior Engineer, Managed Services is part of the Managed Services team responsible for supporting multiple clients and handling inbound and escalated inquiries on the Service Desk. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes.   Requirements 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.  Experience Requirements: Knowledge, Skills, and Abilities:  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.  Experience  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  Experience supporting virtual desktop environments: Multi-Server Remote Desktop Server farm w/ Secure Gateway is prefer  Compensation Package ITS offers a full benefits package, including:   Rich Medical and prescription plans   Dental & Vision  Paid Holidays and Flexible Paid Time Off  401K/401K Roth with Safe Harbor matching   Stock Appreciation Rights   Company-paid life insurance, long-term and short-term disability insurance  Company-paid mental health support & financial wellness services  FSA for medical and dependent care   HSA option with compatible medical plan   Company-paid training, materials, and exams   Performance-based bonuses   IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  Top Skills Aruba Cisco Connectwise Manage Exchange F5 Hp Hyper-V Juniper Microsoft 365 Netapp Office 365 Palo Alto Sonicwall VMware View all jobs at IT Solutions Consulting View IT Solutions Consulting Profile Report Job