Senior Managed Services Engineer

1 week ago

Tampa, Florida, United States Vaco Full time

About the Role: We are looking for a highly skilled Senior Managed Services Engineer to enhance our client's team. This pivotal position is essential for delivering exceptional technical assistance and strategic guidance to both internal teams and clients, ensuring optimal performance and improvement of client IT infrastructures.

Ideal Candidate: The successful candidate will possess expertise in widely-used MSP tools such as Autotask, VSA, IT Glue, Auvik, LogicMonitor, or comparable technologies, and will be driven by a commitment to advancing development initiatives within the technology framework. This role offers substantial career growth potential for individuals dedicated to innovation and excellence.

Key Responsibilities:
  • Deliver advanced technical support to clients, addressing intricate IT challenges and incidents.
  • Manage escalated technical issues, prioritizing them and ensuring prompt resolution in line with service level agreements (SLAs).
  • Diagnose and troubleshoot hardware, software, network, and infrastructure complications, both remotely and on-site as needed.
  • Resolve escalated issues that were not addressed by Level 1 or 1.5 support engineers, ensuring timely resolution within established SLAs.
  • Maintain clear communication with clients, updating them on the status of their support requests and offering guidance on issue resolution.
  • Keep accurate records of support requests, troubleshooting processes, and solutions. Develop and update documentation for known issues and resolutions.
  • Implement and oversee monitoring solutions to identify and address potential issues proactively.
  • Assist in planning and executing technology upgrades and migrations for clients.
  • Confidently troubleshoot Tier 1-Tier 2 issues, including Windows Server, Active Directory, Active Sync, LAN/WAN, MS Exchange, O365 (Teams, SharePoint, Azure, Auto Pilot, Intune, etc.), VMware, Azure, MDM, Disaster Recovery, Veeam, DNS, multifactor authentication, switches, routers, corporate firewalls, server applications, WAP, and database maintenance.
  • Communicate effectively with clients to provide clear updates on ticket statuses and product availability.
  • Exhibit a sense of urgency while maintaining professionalism, managing realistic expectations to ensure overall client satisfaction.
  • Utilize critical thinking to evaluate potential solutions and apply the most effective resolution strategies.
  • Support the planning and implementation of IT projects, such as network upgrades, migrations, and deployments, ensuring successful execution and client satisfaction.
  • Contribute to the development of the MSP/NOC tool stack to enhance workflow, visibility, and reporting while assisting with integrations and the development of a differentiated toolset.
Required Skills & Abilities:
  • 4+ years of experience in IT roles related to managed services, help desk, service desk, desktop support, system administration, or network administration.
  • Experience with systems integrations using tools such as Autotask, Kaseya VSA, IT Glue, Auvik, LogicMonitor, etc.
  • Familiarity with APIs, webhooks, and other integration protocols for tool enhancement.
  • Ability to manage multiple priorities and projects simultaneously.
  • Capacity to build positive and collaborative relationships.
  • Ability to work independently, prioritize tasks, and adhere to policies and procedures.

Vaco is committed to fostering a diverse workplace and strongly encourages applications from women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, sex, religion, national origin, age, disability, veteran status, or any other protected characteristics as required by law.

Vaco LLC and its affiliates are dedicated to the full inclusion of all qualified individuals. We will ensure that persons with disabilities are provided reasonable accommodations to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.

Privacy Notice

Vaco respects your privacy and is committed to providing transparent notice of our policies.

Pay Transparency Notice

Compensation for this role depends on various factors including skill sets, experience, licensure, and geographic considerations. The salary range referenced above is intended to provide a reasonable estimate of base compensation for individuals hired into this position in locations requiring salary range disclosure. Individuals may also be eligible for discretionary bonuses.

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