Managed Services Engineer III

Position Summary This role serves as a high-level technical escalation point within the service delivery organization. It diagnoses and resolves the most complex technical challenges, leads advanced project initiatives, and ensures the stability, security, and optimal performance of client environments. It collaborates closely with Tier 1 and Tier 2 teams, providing mentorship, developing documentation, and offering strategic guidance to elevate service quality. The position may specialize in networking, systems engineering, or a hybrid of both disciplines. Job Type: Full‑time Roles and Responsibilities / Essential Functions Serve as the high‑level escalation point for complex incidents, service requests, and problem management. Troubleshoot and resolve advanced issues across servers, networks, cloud platforms, and security systems. Perform deep‑dive root‑cause analysis and implement long‑term corrective actions. Collaborate with vendors and third‑party providers to resolve escalated issues. Support the managed services advanced practice. Perform proactive maintenance such as switch/firewall/router upgrades, server and workstation patches, and firewall rule updates. Acknowledge and respond to tickets based on the Managed Services SLA. Mentor Tier 1 and Tier 2 technicians to improve troubleshooting skills and reduce escalations. Participate in internal technical reviews and contribute to continuous improvement initiatives. Communicate effectively with clients regarding complex issues, project/service updates, and recommendations. Provide guidance on technology strategy, lifecycle planning, and risk mitigation. Lead server, network, and application upgrades, migrations, and major changes. Assist with incident response, vulnerability remediation, and security audits. Ensure client environments align with compliance and regulatory requirements where applicable. Research new products for selection, enhance configuration standards, and educate team members. Provide senior‑level support, maintenance, and administration for customer networks and review for additional opportunities. Model a positive team atmosphere between regional and virtual practices while maintaining professionalism. Collaborate with service delivery, project teams, and account management. Maintain current vendor/industry certifications and stay up to date on new products and solutions. Achieve a minimum of 75 % utilization per fiscal year, prorated based on starting date, with metrics reevaluated annually. Requirements Competencies Active Listening – Ability to listen attentively to others. Ambition – Drive for personal advancement. Applied Learning – Engage in learning activities effectively. Adaptability – Adapt to workplace change. Assertiveness – Act confidently to complete tasks or defend positions. Conflict Resolution – Handle antagonistic situations. Decision Making – Make critical decisions while following procedures. Delegating Responsibility – Allocate authority appropriately. Detail‑Oriented – Pay meticulous attention to details. Honesty / Integrity – Be truthful and credible. Innovative – Seek non‑standard solutions. Interpersonal – Build and maintain relationships. Problem Solving – Find proactive solutions to work‑related problems. Relationship Building – Build relationships with customers and co‑workers. Resource Management – Utilize equipment, facilities, materials, and personnel properly. Strategic Planning – Develop a vision for the future and long‑range goals. Technical Aptitude – Understand technical topics requiring specialized knowledge. Time Management – Organize and complete work within given deadlines. Required Experience 5+ years of experience in an IT service, systems administration, and/or network administration role. 3+ years designing, implementing, or supporting client networks and systems in a managed services environment. Preferred Experience 5+ years troubleshooting Microsoft Windows endpoints in domain and workgroup environments. 4+ years in customer‑facing IT service roles. Advanced knowledge of network printing and core server administration in Microsoft Windows Server, Mac OS, iOS, and Android operating systems. Advanced knowledge of Microsoft Windows Desktop & Server operating systems. 3+ years as a consultant. Experience installing and supporting Cisco or HP/Aruba networks, including IOS, IOS‑XR, and/or NX‑OS. Experience configuring next‑generation firewalls for SMB and enterprise network environments. 2+ years working with Nutanix, Azure Stack HCI, and/or VMware hypervisor technologies. Required Skills, Education and/or Certifications Associate degree in a technology‑related field or equivalent education and experience. Three or more certifications such as CCNA, Network+, Server+, Microsoft O365 or Azure (excluding fundamentals). Preferred Skills, Education and/or Certifications Bachelor’s degree in Networking, Information Technology, related field, or equivalent experience. Advanced knowledge of Cisco, HP, Palo Alto networking, ConnectWise Manage and Automate, VMware, Hyper‑V, LogicMonitor, and Veeam Backup. Familiarity or experience with Meraki, Cisco ASA/FTD, Palo Alto firewalls, Fortinet firewalls, and related technologies. #J-18808-Ljbffr Heartland Business Systems