Associate Engineer, Managed Services

Associate Engineer, Managed Services – IT Solutions Join a fast‑growing Managed Service Provider specializing in high‑end technology solutions for small and mid‑market businesses. IT Solutions is a nationally recognized leader with over 25 years of experience and thousands of satisfied clients. We value CLIENT Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego (CHOPS). If your values align, the team welcomes you to grow and innovate. Job Summary The Associate Engineer, Managed Services supports multiple clients and handles inbound and escalated inquiries on the Service Desk. The ideal candidate is a relentless problem solver who enjoys learning new technologies, applying best practices, managing stress during client‑down situations, and providing excellent customer service. Responsibilities Manage service tickets assigned to your personal and team queue and respond within agreed‑upon timeframes. Provide superior service to customers and clients with limited supervision consistently. Deliver remote hardware/software support, documentation, support logs, and other related information throughout the triage process. Act as internal escalation point for other technicians, guiding them on operational processes, troubleshooting, and customer service. Handle management of network, data center, security, and voice technologies (Cisco, SonicWall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper‑V, NetApp, and others). Analyze and troubleshoot logs, track the nature and resolution of problems, and perform all levels of routing incident analysis. Use monitoring tools to investigate potential issues or respond to monitoring events (Kaseya VSA, Connectwise Automate, LogicMonitor, Nagios, etc.). Assist in monitoring and maintaining network hardware and software; analyze logs and resolve incidents. Interact with telecommunications, hardware, and software vendors and represent the customer to drive resolution while providing progress updates to stakeholders. Escalate technical issues to advanced technician groups and vendors, collaborate with multiple groups, and drive incidents to resolution. Work with internal service and project coordinators who assign tickets to the Service Desk team. Produce detailed service reports and communicate updates or changes internally and to clients. Participate in a week‑long on‑call rotation a few times per year. Travel onsite to client offices; days not spent traveling will be worked onsite at IT Solutions in Anaheim, CA or from home. Knowledge, Skills, and Abilities Strong oral and written communication skills. Effective time‑management and multi‑tasking abilities. Organized, detail‑oriented, and able to self‑manage in a fast‑paced environment. Passion for solving problems or helping others and initiative in continuous improvement. Confident with client‑facing activity. Understanding of Microsoft 365 offerings and basic Active Directory knowledge. Ability to troubleshoot and configure hardware (printers, laptops, etc.). Physical ability to lift at least 50 pounds and climb step ladders. Experience Bachelor’s Degree or equivalent experience in related field. 1 year of work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data‑center, and security technologies. 2+ years as a Level 1 help‑desk technician triaging reported issues and incidents by customers. Experience managing or troubleshooting Windows desktop and Windows Server (2012‑Current). Experience with Office 365 Exchange Online and Microsoft Exchange 2013‑Current. Experience with firewalls and remote‑access VPNs: Cisco AnyConnect, Meraki, SonicWall, Fortinet, etc. Experience with a ticketing system such as ConnectWise Manage. Experience supporting virtual desktop environments; Multi‑Server Remote Desktop Server farm with Secure Gateway is preferred. Experience supporting and utilizing Remote Management Tools. Certificates, Licenses, Registrations CompTIA A+, Microsoft Windows, Apple macOS; Cisco certifications are a plus. Compensation Package Rich medical and prescription plans. Dental & vision coverage. Paid holidays and flexible paid time off. 401(k)/401(k) Roth with Safe Harbor matching. Stock appreciation rights. Company‑paid life insurance, long‑term and short‑term disability insurance. Company‑paid mental-health support & financial wellness services. FSA for medical and dependent care. HSA option with compatible medical plan. Company‑paid training, materials, and exams. Performance‑based bonuses. Employment Details Seniority level: Entry levelEmployment type: Full‑timeJob function: Engineering and Information TechnologyIndustries: IT Services and IT Consulting IT Solutions is an equal‑employment‑opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. #J-18808-Ljbffr