MSP IT Systems Engineer III

4 weeks ago

Centennial, United States MICROSEL OF COLORADO LLC Full time
Location: Centennial, CO
Job Type: Full-Time On-site

Salary: $85,000 to $120,000 per year DOE

MSP IT Systems Engineer III / Scripting & Automation Specialist

TrinWare is a Colorado native company with over 20 years in computer services. We are a full-service technology company that thinks and acts as a business partner to our clients, not just a vendor.

At TrinWare, the customer experience is everything. We believe that service to others is a core value that not only elevates TrinWare above the competition but also drives our business forward. We believe that accepting “good enough” is for the other guys. We know that in business, greatness requires the mental toughness of a warrior; we know that success is a marathon, not a sprint, and shortcuts always lead to failure.

It doesn’t sound easy, does it? That’s because it’s not. We aren’t looking for those who seek easy; we’re looking for champions, people who are dedicated and committed to a mission—the TrinWare mission

Look, if you’ve made it this far and are still reading, you just might be the one we’re looking for. Review the skills and traits we seek in an MSP IT Systems Engineer III / Scripting & Automation Specialist, get to know who TrinWare is, and if you think you’re up to the challenge of these requirements, follow the directions in the last section and make it impossible for us NOT to call you in for an interview.

TrinWare provides technical support and services for a variety of clients in the Denver Metro Area and beyond. This is a full-time position reporting to our Director of Technology and operates out of our headquarters in Centennial, Colorado. Service desk hours are normally between 8:00AM and 6:00PM, with variable start times, Monday through Friday with occasional off-hours work.

The MSP IT Systems Engineer III / Scripting & Automation Specialist may occasionally require travel to client locations, primarily within the Denver metro area.

Essential Qualifications
  • REQUIRED: 5+ years’ experience with service desk, PSA, RMM automation, preferably in ConnectWise Products, such as PSA (Manage), RMM or Automate. Linux scripting a plus, as is experience with OS Image deployment automation.
  • Expertise performing advanced troubleshooting and administration of servers, networks, and standard business application.
  • Expertise managing IT projects, both internal and customer facing, as required.
  • Expertise building technical documents such as SOP's, SOW’s, client runbooks, and lifecycle roadmaps.
  • Experience with core technologies preferred:
    • Microsoft Windows Server, Exchange, SQL, and 365 and Azure platforms
    • Network design and administration (TCP/IP, DNS, SNMP, VLAN, SDWAN)
    • Backup and Disaster Recovery – (Acronis)
    • Virtualization (VMware and Microsoft Hyper-V)
    • Cybersecurity
    • IT Regulatory Compliance frameworks (PCI, HIPAA, NIST, CMMC)
    • Cloud platforms, i.e. AWS, Azure
    • VPN setups – preferably FortiGate
    • Linux
  • Breach response experience.
  • Experience with mobile device management.
  • Experience with SAN/NAS.
  • Strong customer service focus and ability to bring hospitality to each support ticket.
  • Creative mindset with the desire to build and develop methods and tools.
  • Strong time management skills and the ability to stay organized during high volume.
  • Strong problem-solving skills.
  • Professional written and verbal communication and interpersonal skills.
  • Hold current IT professional certifications from one or more preferred vendors, Microsoft, VMware, Cisco, CompTIA, Fortinet.
  • Experience managing multiple enterprise level clients.
  • Clean MVR.
  • Ability to pass a drug and/or alcohol screen and background check.
Duties and Responsibilities

Automation
  • Serve as a primary resource and Subject Matter Expert for all things scripting and automation.
  • Work Closely with the Senior Engineer, Onboarding Specialist and Cyber Security team to create reliable and repeatable activities associated with New Client Onboarding, Risk Response and other activities as determined by Management as needed.
    • New Client setup and continued support
    • Self-service portal
    • Automated Ticket Remediation
    • Automated reporting, both internally and externally
  • Responsible for all automation operations and project fulfilment as related to the initiatives as directed by TrinWare leadership.
  • Develop new insights into challenging situations and scenarios, while encouraging innovative ideas and designs to advance the company’s automation program.
  • Identify areas and assess the company’s existing process to implement best practice automation and lead the harmonization efforts across the global network.
  • Actively stay abreast in all industries leading best practices in the automation space, as well as gain an understanding of the competition to identify new opportunities.
  • Lead the development of a strategy to integrate material handling automation to the planned automated system infrastructure of all clients.
  • Develop effective checkpoints, goals/metrics to determine company success for the automation strategy – Status of all clients’ automation and monitoring status.
  • Oversee the automation integration across all networks and ensure all systems and processes meet all compliance standards - Client onboarding and continued success.
  • Responsible for all reports from automated systems on a monthly/quarterly basis.
  • Optimization of incoming monitors and alerts, minimizing unneeded requests.
IT Service Delivery
  • Provide technical expertise and services to TrinWare’s internal and external customers through project work and proactive recommendations.
  • Own the customer satisfaction and successful outcome of technical projects.
  • Provide excellent customer service on all tickets assigned through our PSA tool and by the dispatcher.
  • Provide great documentation of work performed in our PSA tools (e.g. ConnectWise).
  • Lead the onboarding process for new clients to set up long-term success.
  • Provide technical guidance in development of project scopes and agreements.
  • Actively demonstrate and cultivate TrinWare’s Core Values in both internal and external situations.
  • Serve as an escalation point for the Service Delivery Team.
  • Provide training and support to the Service Delivery Team as well as internal and external customers.
Administrative Tasks
  • Key member of the TrinWare SOP development team. You will be responsible for the development and maintenance of SOPs as they relate to scripted automation, RPA, and service areas of the TrinWare MSP.
  • Assisting the Sales and Service teams in the maintenance of client configurations in the PSA.
  • Responsible for client facing reporting. Key areas of reporting include monthly reports, Executive Reports, QBRs, SBRs and recon reports.
Financial Responsibility
  • Fully document work time in systems of record, primarily ConnectWise.
  • Properly account for all physical assets and software deployed to clients.
  • Accurately document expenses as required.
Organizational Leadership
  • Continue learning and professional development by taking advantage of TrinWare’s reimbursement for professional IT certifications.
  • Play a critical role in building TrinWare’s standards and processes for the future success of the company.
  • Assist with written SOP’s.
  • Assist with diagramming of environments.
  • Grow team of automation specialists as the company grows.
Pay and Benefits

The salary range for the MSP IT Systems Engineer III / Scripting & Automation Specialist is $85,000 to $120,000 annually, commensurate with experience. TrinWare’s available benefits include:
  • Company sponsored Medical, Dental, Vision
  • Life, Short- and Long-term disability
  • 401K with matching
  • Paid holidays, vacation, and sick leave
  • Employee discount, referral, and assistance programs
TrinWare’s Core Values

TrinWare’s culture is a coming-together of high professional standards and a tight-knit team atmosphere. These Core Values are the driving force behind the who, what and why of our mission. We believe that these values will serve as a compass to lead us to our goal: being recognized as one of technology’s great service providers.

GOALS:
  • Growth
  • Optimism
  • Accountability
  • Leadership
  • Service Clients

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