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Lead Managed Services Engineer
2 months ago
Position Summary:
We are in search of an experienced Managed Services Provider (MSP) Engineer to enhance our dynamic team. The successful candidate will possess strong skills in server management and demonstrate expertise in VMware. While networking knowledge is advantageous, it is not mandatory. This position will involve addressing escalated support inquiries, with some travel anticipated.
At IntegraONE, we deliver exceptional IT solutions tailored for businesses of varying sizes. Our extensive offerings encompass endpoint patching, server management, Microsoft 365 support, end-user help desk assistance, and much more.
We take pride in providing outstanding customer service and innovative technological solutions that adapt to our clients' changing requirements.
Core Responsibilities:
- Oversee and prioritize incoming support tickets from clients, ensuring prompt resolution and compliance with service level agreements (SLAs).
- Act as an escalation point to analyze and resolve intricate technical challenges reported by clients or monitoring systems, utilizing remote tools as necessary.
- Deliver exemplary customer service by engaging with clients in a professional and respectful manner, keeping them updated throughout the resolution process.
- Accurately document all ticket interactions, solutions, and troubleshooting steps in our ticketing systems.
- Proactively identify recurring issues and suggest preventive measures to mitigate future occurrences.
- Utilize IT Glue and Professional Services Automation (PSA) systems to manage client tickets, ensuring precise documentation and timely issue resolution.
- Assist in the deployment and upkeep of IT solutions, including software updates, system migrations, and network configurations.
- Stay informed about industry trends and best practices in IT service management, continuously enhancing technical skills and knowledge.
- Engage in team meetings, knowledge-sharing sessions, and training programs to foster collaboration and professional growth.
- Provide mentorship and support to junior IT personnel.
Required Qualifications:
- At least 6 years of experience in IT support and server management, or a similar role within the MSP sector.
- Expertise in VMware management.
- Strong technical skills in endpoint patching, server management, Microsoft 365 support, and other IT services.
- Excellent problem-solving abilities and the capacity to manage escalations effectively.
- Outstanding communication and interpersonal skills.
- Ability to work autonomously as well as collaboratively within a team.
- Willingness to travel up to 10% of the time.
- Familiarity with ticketing systems and ITIL frameworks is a plus.
- Certifications such as CompTIA Network+ and CompTIA Security+ are advantageous.
Preferred Qualifications:
- Relevant certifications (e.g., VMware Certified Professional, Microsoft Certified: Azure Administrator).
Work Environment:
- Hybrid work setting with a combination of remote and on-site responsibilities.
- Supportive and collaborative team culture.
- Opportunities for professional advancement and development.
