Managed Services Engineer 3

Who We Are Recognized as a top 100 Cybersecurity Provider and Tech Elite 250 Managed Services Provider in North America, Uprise Partners continues to rapidly grow its customer base year over year. Founded in 2017 by technology executives from the world’s fastest growing tech companies, Uprise serves clients across the globe with a diverse approach customizing enterprise IT and security architecture and management to meet emerging business needs. Join us in our growth journey and be part of a company that values innovation and customer satisfaction. How We Care For Our Uprisers 100% of your Healthcare Insurance covered by Uprise Comprehensive Dental and Vision plans Retirement savings with company match Generous vacation and holiday time Remote work friendly Volunteer time in our communities as a team Extensive professional development and training Who You Are An expert at resolving complex technical issues, you serve as a senior support and security resource for your team. Your deep understanding of security practices, technical concepts, and a sense of urgency, make you a critical asset in a fast-paced, dynamic environment. You continuously seek innovative ways to improve technology solutions and are passionate about your contributions to the company's growth. If you are driven to make a significant impact in a fast-paced MSP environment, where your technical acumen and passion for innovation align with our values, we invite you to apply and become part of our team. We can't wait to meet you! Role Overview As a Managed Services Engineer, you will be handling complex technical and security issues from the Service Desk and interacting directly with customers to resolve their IT problems. This position requires advanced technical skills, excellent communication, and a proactive approach to problem-solving. You will also guide and mentor junior team members, ensuring high standards of service and operational excellence. Success is measured by your ability to resolve tickets timely, with high customer satisfaction, as well as supporting your team in the success of departmental goals. What You Will Do Serve as a frontline engineer to our customer base, resolving issues to ensure productivity. Act as an escalation point for complex Service Desk issues, providing expert troubleshooting support. Perform remote troubleshooting for workstations, networks, and servers to resolve intricate technical issues. Manage and support remote access solutions, including VPN, hardware/software, Terminal Services, and Microsoft Azure. Assist in hardware upgrades/replacements and Hosted Services Migrations such as Microsoft 365 (Exchange/SharePoint) and Microsoft Entra (AD/Intune). Provide functional direction to Tier 1 & Tier 2 team members, supervising their work and guiding them through complex tasks. Travel on-site to support customer environments as needed, ensuring high-level technical assistance and customer satisfaction. Travel is not estimated to exceed 20% of the time. Install, test, and configure new workstations, peripheral equipment, and software, ensuring high performance and efficiency. Participate in a weekly on-call rotation to support the team, ensuring availability for after-hours support and urgent client needs. Adhere to all Uprise standard operating procedures and policies. Other tasks as customer and business needs evolve. Constantly focus on delighting all Uprise customers with prompt and effective solutions. Required Skills and Qualifications 4+ years in technical support within a Managed Services Provider (MSP) environment. Proven expertise in security, server, desktop, storage, networking, and advanced IT concepts and policies. Strong analytical and troubleshooting skills, with the ability to prioritize based on issue criticality. Excellent documentation skills for both users and internal staff. Technical Skills: Expert Level: Security practices, including Entra (Azure), Conditional Access Policies, Data Loss Prevention Policies. Infrastructure management (Firewalls, Switches), Windows Server (2016+), Windows Desktop, Server Hardware (SAN, iDRAC, ILO, RAID). Networking (WAN/LAN, routing, switching, security, load balancing), protocols (TCP/IP, VPN, IPSEC, VoIP, QoS). Virtualization platforms, storage solutions, Microsoft 365, Google Workspace, and Remote Desktop Services. DNS/DHCP, Intune, and documentation practices. Competent Level: PowerShell, scripting, and automation. OSX troubleshooting, Android/iOS administration. VoIP systems. Soft Skills: Strong customer service orientation, with patience and empathy for resolving user issues. Self-motivated, with analytical, critical thinking, and decision-making skills. Proactive problem-solving, time management, and organizational abilities. Effective verbal and written communication skills, with the ability to explain technical concepts in simple terms. Adaptability, attention to detail, and a positive attitude. Ability to mentor junior staff and work well in team environments. Physical Requirements: Ability to occasionally lift up to 25 pounds, perform manual tasks like setting up equipment, and move around office or client sites. Comfort with prolonged computer work, focusing on screens for troubleshooting and configuration tasks. Nice to Have: Certifications in Microsoft, Cisco, or security (e.g., CCNP, CISSP). Experience with project coordination and MSP tools (PSA, RMM, MDM, Net Monitoring). Proficiency in BASH, VBScript, and/or Python. We encourage you to apply even if you feel that you do not meet all of the above qualifications. Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. No one ever meets 100% of the requirements. We look forward to your application! Equal Opportunity Employer Uprise Partners is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers. Please submit your resume to View email address on click.appcast.io #J-18808-Ljbffr Uprise Partners