Level 3 Managed Services Engineer
We are: a trusted and proven IT MSP resource for businesses, built on a culture of competence and collegiality in our pursuit of World Class IT performance. Staying at the front edge of innovation and resources that directly impact the performance, security, and business continuity of small to midsize companies is at the heart of what we do. We thrive on continuous improvement and finding effective solutions to IT challenges and opportunities that are essential to driving and sustaining operational excellence and profitability. Our incredible retention of well-served clients is a cornerstone upon which we are rapidly growing our company.
You are: a self-motivated and proven Engineer of successful processes and people interactions. Your positive approach to resolving client challenges and ensuring that the ‘client-first’ solutions are acted upon with real-time attention to detail drives longstanding client satisfaction. Your ability to engage and invite prospective clients to trust us to discover and provide what they want and need to grow their companies is stellar, leaving clients wondering why they did not rely on us sooner. Finding the opportunities amidst the challenges and delighting in problem-solving within a culture of excellence encourages you to be always on your A-game.
Details:
As a Level 3 Managed Service Engineer, you will be responsible for providing advanced technical support and managing complex IT environments for our clients as part of our World Class team. You will work closely with Level 1 and Level 2 engineers to diagnose and resolve technical issues, as well as provide proactive maintenance and monitoring to ensure maximum system uptime, performance, and security.
You will also be responsible for managing and maintaining servers, networks, and other IT infrastructure, as well as collaborating with clients and internal teams to implement new technologies and solutions. You must demonstrate superior communication and organizational skills to respond to diverse and sometimes urgent needs. The Level 3 Managed Services Engineer will work closely with and assist the Service Manager with any additional assigned duties including but not limited to vendor interactions, asset management, and project scoping / quoting.

Responsibilities:

• Provide advanced technical support to diagnose and resolve complex IT issues for clients, including troubleshooting hardware, software, and network problems.
• Collaborate with Level 1 and Level 2 engineers to resolve escalated technical issues and provide mentorship, guidance, and cross-training.
• Perform proactive maintenance and monitoring of IT infrastructure to ensure system uptime and performance, including patch management, configuration changes, security updates, and backups.
• Manage and maintain servers, networks, firewalls, BDR appliances, storage devices, and other IT infrastructure according to best practices and industry standards.
• Scope, design, and implement Azure / 365 / Intune / Virtual Desktop solutions, on-premises server solutions, migrations, and upgrades, and hybrid solutions across a variety of different clients and industries.
• Collaborate with clients and internal teams to implement new technologies and solutions, such as server migrations, network upgrades, and cloud migrations.
• Conduct root cause analysis of recurring issues and provide recommendations for long-term solutions.
• Create and maintain documentation, including system configurations, troubleshooting guides, and knowledge base articles.
• Stay up-to-date with industry trends, emerging technologies, and best practices related to managed IT services.

• Provide advanced technical support to diagnose and resolve complex IT issues for clients, including troubleshooting hardware, software, and network problems.
• Collaborate with Level 1 and Level 2 engineers to resolve escalated technical issues and provide mentorship, guidance, and cross-training.
• Perform proactive maintenance and monitoring of IT infrastructure to ensure system uptime and performance, including patch management, configuration changes, security updates, and backups.
• Manage and maintain servers, networks, firewalls, BDR appliances, storage devices, and other IT infrastructure according to best practices and industry standards.
• Scope, design, and implement Azure / 365 / Intune / Virtual Desktop solutions, on-premises server solutions, migrations, and upgrades, and hybrid solutions across a variety of different clients and industries.
• Collaborate with clients and internal teams to implement new technologies and solutions, such as server migrations, network upgrades, and cloud migrations.
• Conduct root cause analysis of recurring issues and provide recommendations for long-term solutions.
• Create and maintain documentation, including system configurations, troubleshooting guides, and knowledge base articles.
• Stay up-to-date with industry trends, emerging technologies, and best practices related to managed IT services