Description:
Why clients love us: We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

The value you’ll bring: As a senior member of the Managed Operations Center, the Technical Support Specialist, Level 2 (Overnight) will provide expert-level technical support to managed services clients in a 24/7/365 environment and will be responsible for the following…

• Provides advanced application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments, working on behalf of managed services clients.
• Works in an independent capacity during overnight and weekend shifts, often working in a solo capacity during assigned shifts. Ability to navigate complex technical resolution efforts and utilize an escalation matrix in an effective manner.
• Adhering to client service level agreements and team performance goals while prioritizing, resolving and/or escalating issues in accordance with Company policy.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients.
• Effectively documenting client communication and resolution efforts via internal ticketing system in accordance with Company standards.
• Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
• Assists security team in monitoring client environments for suspicious activity/threats and responds quickly to security alerts and incidents in accordance with Company standards.
• Mentors and provides training to internal team members regarding Managed Operations Center tools, policies, and incident response best practices.
• Complies with all company policies and procedures.
• Other responsibilities as assigned.

Note: This position is eligible for full remote status for individuals who will work from a home office in state with Managed Solution payroll operations. Individuals located in San Diego county, California, will be required to work as assigned, which may include working onsite from our headquarters; working from a remote home office; or reporting to a client site.
Requirements:
Shift/Availability Requirements: Managed Solution operates on a 24x7 basis, supporting clients around the globe. Shifts are assigned by management in accordance with Company needs.

Education and Work Experience Requirements:

• An associate’s or bachelor’s degree in computer science or related field, as well as 3+ years of advanced troubleshooting experience (networking, server/OS, desktop, virtualization). Equivalent combinations of education and/or experience will be considered. Previous experience in a multi-client Managed Services and/or Managed Security Operations Center helpdesk environment is strongly preferred. 1+ years of demonstrated success in an overnight capacity at a multi-client Managed Services Provider is strongly preferred.
• Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members.
• Demonstrated history of taking ownership/accountability of assigned tasks.
• Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment.
• Excellent oral and written English communication skills.
• Demonstrated integrity and the ability to maintain client confidentiality.

Technical Skills/Competencies:

• Strong proficiency in Office365 administration and troubleshooting required. Additional knowledge of public/private cloud (e.g., Azure) and virtualization technologies a plus.
• Microsoft or other technical certifications highly desired and may be required for employment.
• Expert level troubleshooting skills in a Windows environment, including desktop and server OS.
• Expert level proficiency in Microsoft Exchange and Active Directory
• Strong knowledge of LAN/WAN administration and troubleshooting proficiency including DHCP, DNS, VLAN’s, firewalls (Fortigate Manager), NAT, wireless technology. The ability to configure switches is a plus.
• Proficient knowledge of Cybersecurity, Network Monitoring, and Endpoint Management tools: Perch, LogicMonitor, SentinelOne, etc.
• Previous experience working within ticketing systems required (Connectwise preferred)
• Previous experience working in Managed Services Operations Center
• Apple/Macintosh/iPhone/iPad experience a plus

Physical Demands:
The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver 10 pound objects and occasionally lift and maneuver 50 pound objects; to communicate in written and spoken English; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Managed Solution is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation. Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards. Must be able to talk, listen and speak clearly on telephone.
E-Verify Participation:
Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Managed Solution participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information, see https://www.uscis.gov/e-verify.

AS WE GROW, WE ARE ANCHORED AND DRIVEN BY OUR CORE VALUES: I <3 IT!

• Integrity – We demonstrate consistent, trustworthy behavior. We are honest with everyone, take ownership (even in the face of failure), and do the right thing… even when no one is looking.
• Heart – We show genuine care for our community, our customers, and our culture. We believe people are at the heart of IT! We are authentic, inclusive, and take time to celebrate and enjoy one another’s company.
• Innovation – We cultivate a diverse work environment and forward-thinking business by supporting an open exchange of ideas, driven by creativity and collaboration. We’re dedicated to consistently delivering excellence through a ‘yes- to- what’s-next’ attitude.
• Teamwork – We work together and support one another to achieve a clear, common goal, while taking accountability for our own contribution’s and the overall team’s success.
  Inclusion & Equal opportunity employment: We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Managed Solution are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. At Managed Solution we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
  Application Information and Hiring Timeline:

Due to the ever-changing hiring needs of our Company, Managed Solution accepts applications for this role on an ongoing basis. If you have applied previously but have not been selected, please feel free to apply as often as monthly if you remain qualified, eligible, and interested in the position as outlined herein. Use the “apply” button to submit your application*.

• By submitting a resume, you agree to the terms and conditions of our Job Applicant Privacy Policy.

The value you’ll bring: As a senior member of the Managed Operations Center, the Technical Support Specialist, Level 2 (Overnight) will provide expert-level technical support to managed services clients in a 24/7/365 environment and will be responsible for the following…

• Provides advanced application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments, working on behalf of managed services clients.
• Works in an independent capacity during overnight and weekend shifts, often working in a solo capacity during assigned shifts. Ability to navigate complex technical resolution efforts and utilize an escalation matrix in an effective manner.
• Adhering to client service level agreements and team performance goals while prioritizing, resolving and/or escalating issues in accordance with Company policy.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients.
• Effectively documenting client communication and resolution efforts via internal ticketing system in accordance with Company standards.
• Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
• Assists security team in monitoring client environments for suspicious activity/threats and responds quickly to security alerts and incidents in accordance with Company standards.
• Mentors and provides training to internal team members regarding Managed Operations Center tools, policies, and incident response best practices.
• Complies with all company policies and procedures.
• Other responsibilities as assigned

Due to the ever-changing hiring needs of our Company, Managed Solution accepts applications for this role on an ongoing basis. If you have applied previously but have not been selected, please feel free to apply as often as monthly if you remain qualified, eligible, and interested in the position as outlined herein. Use the “apply” button to submit your application*.

• By submitting a resume, you agree to the terms and conditions of our Job Applicant Privacy Policy