Senior Engineer, Managed Services

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