MANAGED SERVICES ENGINEER II

July 03, 2024
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1 position

MANAGED SERVICES ENGINEER II

location

Danbury, CT, USA

Svitla Systems Inc. is looking for a Managed Services Engineer II for a full-time position (40 hours per week) in USA. Our client is a leading national managed security and IT solution provider that helps organizations secure and support their businesses today, solve for tomorrow, and strategize for the future with cyber-first solutions. The experts, including cybersecurity, engineering, networking, and cloud specialists, collaborate with customers to implement solutions that protect their assets, reduce risk, and optimize performance end to end. Since 1999, they have delivered information technology consulting and outsourcing services to serve small- and medium-sized businesses. The company's managed IT services, IT strategy, and cloud services enable corporations, healthcare organizations, non-profits, and public sector entities to rapidly, efficiently, and cost-effectively achieve their business objectives and realize their potential.The Managed Services Engineer II is a representative of the company that interacts daily with all levels of the customer’s workforce, from C-level to business and technical end-users. Working to efficiently close tickets with high level of accuracy, this role will perform a wide range of technical computing and information systems support, including installations, repairs, and preventative maintenance on desktops, laptops, servers, networking devices, and related software. The Managed Services Engineer II diagnoses mechanical, hardware, software, and system failures using established procedures.

Requirements:

  • College Degree not required
  • 2- 4 years of experience in a closely related position doing MSP technical support/troubleshooting is preferred but not required
  • Certifications preferred in one of the following; CompTIA A+, Network+, Security +, MSFT 365 Fundamentals (MS-900T01), MS 100: Microsoft 365 Identity and Services, Microsoft Certified Professional (MCP) MS AZ-104 - Azure Administrator Associate, Microsoft 365 Certified: Enterprise Administrator Expert
  • Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise and Remote Desktop Services preferred
  • Experience in LAN/WAN and basic network troubleshooting
  • Experience in workstation and laptop hardware support, including backup software configuration experience with common data protection applications
  • Experience with Anti-Virus configuration with more than one A/V solution
  • Experience with Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server) and Kaseya is a plus
  • Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment
  • Strong interpersonal skills, including verbal and written communication skills along with excellent listening skills
  • Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
  • Business acumen; translating business requirements into related solutions
  • Flexible and able to remain calm in times of stress while managing multiple priorities at one time
  • Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
  • Sound problem-solving technique with ability and persistence to generate options and select the best solution
  • Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
  • Ability to communicate effectively with customers and various levels of management both verbally and in written form
  • Ability to manage multiple projects in a fast-paced environment
  • Team player mentality and willingness to share knowledge with others.

Responsibilities:

  • Provide best in class customer service to the customer base
  • Adhere to company values while following best practices and operational procedures
  • Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately
  • Maintain up to 85% utilization to support key performance indicator attainment and service level agreements
  • Drive for continuous CSAT scores to ensure consistent feedback from customer base
  • Act as an escalation point for Managed Services Engineer I’s
  • Troubleshoot issues on a variety of information systems and network devices within complex customer environments
  • Update, manage and troubleshoot workstation device connectivity and printer issues
  • Work within Active Directory to create and terminate user accounts as part of onboarding/offboarding and reset passwords for related customer environments
  • Responsible for implementing appropriate IT procedures, configuring software, and implementing O365 administration functions across multiple platforms
  • Perform network troubleshooting, network traffic analysis and debugging
  • Manage Anti-Spam Policies and run virus scanning using approved software
  • Work tickets based on SLA priority and expiration and update tickets daily
  • Support solutions such as email, storage, backups, monitoring and productivity suites
  • Account for time by function and by the customer in ConnectWise with a high level of accuracy to include notes detailing customer work status to ensure continuity of service
  • Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, plan, and execute the services
  • Participate in a regular after-hours on-call rotation schedule
  • Provide continuous updates and communication on assigned tickets to ensure customer’s have daily interaction and support.

About Svitla:

Svitla Systems is a global trusted IT solutions company headquartered in California, with business and development offices throughout the US, Latin America, Europe, and Asia. Svitla is an outspoken advocate of workplace flexibility, best known for its well-established remote culture, individual approach to our teammate’s professional and personal growth, and family-like environment.

Since 2003, Svitla has served a wide range of clients, from innovative start-ups in California to mega-large corporations such as Ingenico, Amplience, InvoiceASAP and Global Citizen. At Svitla, developers work with clients’ teams directly, building lasting and successful partnerships, as a result of seamless integration with on-site processes. 

Svitla Systems’ global mission is to build a business that contributes to the well-being of our partners, personnel and their families, improves our communities, and makes a lasting difference in the world. Join us!

If you are interested in our vacancy, please send your CV. We will be happy to see you in our friendly team :)

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