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IT Engineer

2 months ago

Westlake Village, California, United States Integrated Telemanagement Services Full time
Job Overview

We are seeking a highly skilled and experienced IT Engineer to join our team at Integrated Telemanagement Services (ITS). As a key member of our Client Experience Team, you will be responsible for ensuring the optimal performance of our backend infrastructure, providing exceptional support to our clients, and collaborating with cross-functional teams to drive business growth.

Key Responsibilities
  • Backend Infrastructure Management: Ensure the smooth operation of our backend infrastructure, including Microsoft environments, to provide a seamless experience for our clients.
  • Technical Expertise: Stay up-to-date with the latest platforms, technologies, and tools, and provide regular automation capabilities and client-facing SME expertise.
  • Leadership and Coaching: Coach individual contributors, providing them with the tools and resources they need to succeed, and develop creative and scalable solutions to address both ITS and client challenges.
  • Collaboration and Communication: Work closely with Sales, Customer Service, Support, and Product teams to ensure strong communication and support, and collaborate with Partnerships and Product teams to evaluate new tools and ensure clients receive maximum value.
  • Infrastructure Security and Uptime: Ensure internal infrastructure is free of vulnerabilities, maintains 99% uptime, and runs on the latest technology.
  • Client Experience and Metrics: Ensure the client experience meets all metrics, including CSAT, response time, time to resolution, and participate in pre-sales and client retention situations as needed.
  • Process Standardization and Reporting: Drive standardization and create SOPs for visibility into processes across teams, and regularly report on team stats, including CSAT, vulnerability and risk tracking, SLA adherence, escalations, and new functionality releases.
Requirements
  • 5+ years of client-facing experience
  • 5+ years IT experience
  • 5+ years experience overseeing automation, MDM and RMM infrastructure, in an MSP or multi-client environment
  • Excellent verbal and written communication skills
  • Understanding of SaaS platforms
  • In-depth knowledge of latest MDM and RMM technologies
  • Ability to oversee Microsoft environments
  • Technical understanding of RMM and MDM tools, desktop & server environments, and cloud technologies
  • Highly detail-oriented and able to effectively prioritize tasks
  • Outstanding interpersonal and communication skills, capable of distilling complex technical messages into a format that can be delivered to both technical and non-technical audiences.
  • Previously managed workload in a high volume, growth environment
  • Great communicator, exhibiting success at building positive relationships with internal and external business leaders
  • Expert knowledge of MS Office and G-Suite applications
  • 4-year degree from an accredited college or relevant technical experience
  • Problem analysis and problem resolution skills
  • Exceptional written and verbal communication skills
What We Offer
  • Competitive Salary Range: $75,000 - $95,000
  • Hybrid Work Schedule
  • Flexible Work from Home Options
  • Top-notch Medical, Dental, Vision Benefits
  • 401(k) and Robust PTO Benefits