Managed Services Engineer

Vandis is looking for a Managed Services Engineer who thrives on solving network and security issues for SMB, commercial, and enterprise clients. This is a hands-on role where you'll serve as an escalation point for incidents, lead root cause analysis on challenging tickets, and keep client environments running at peak performance. If you have solid NOC/SOC experience and want to bring your skills to a team that values ownership and continuous improvement, we want to hear from you.

Our approach is unique: we empower engineers to own incidents end-to-end, from first response through resolution and documentation. Every day brings new challenges, exposure to diverse network and security technologies, and the opportunity to mentor newer engineers on our team.

Required Skills

• 2+ years of experience in a technical support role within a NOC/SOC or Service Desk environment
• Bachelor's degree required; a major in engineering or a related technical discipline preferred
• Solid understanding of network and application protocols (IP, TCP, UDP, FTP, DNS, routing, etc.)
• Experience troubleshooting networking and security infrastructure, including routers, switches, and firewalls
• Experience troubleshooting wireless infrastructure, including access points, controllers, and network access control
• Familiarity with traffic management and application security infrastructure
• One or more manufacturer certifications preferred: Palo Alto, Aruba, Cisco, Juniper, or F5
• Excellent interpersonal, written, and verbal communication skills
• Strong customer service orientation, with the ability to draw out relevant information from end users to diagnose and resolve issues efficiently
• Self-motivated and comfortable working through issues with minimal supervision

Responsibilities

• Create, update, monitor, and resolve incident and change request tickets for Managed Services clients
• Troubleshoot customer incidents via phone, remote access tools, and on-site support as needed
• Maintain clear, consistent communication with customers throughout the incident lifecycle
• Document all customer interactions thoroughly, capturing status updates, next steps, and resolution details
• Monitor customer environments using Vandis remote monitoring systems to proactively identify performance issues and remediation paths
• Lead root cause analysis and resolution efforts for escalated issues with minimal supervision
• Maintain and contribute to the team's operational knowledge base
• Pursue ongoing training and manufacturer certifications relevant to the role