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Senior Technical Services Engineer
2 months ago
The Senior Managed Services Engineer operates under the guidance of the Managed Service Operations Center (MSOC) Manager, providing support to both clients and internal operations. This role is pivotal in surpassing established Service Level Agreements (SLAs), delivering exceptional customer service and technical assistance, and managing service requests through a ticketing system. Proactive communication and accountability are essential components of this position.
Key Responsibilities:
- Deliver phone and email support to a diverse clientele and internal teams.
- Foster positive, long-term relationships with clients and internal personnel.
- Continuously learn and adapt to new technologies.
- Complete tasks collaboratively and independently.
- Document all work as service tickets, including time and expenses, in CSPi's Professional Service Automation (PSA) tool, ConnectWise.
- Notify management and key client personnel of any operational or procedural issues encountered during shifts or from Problem Management concerns.
- Provide incident management support and conduct investigative analysis, delivering accurate and timely responses to customer inquiries.
- Resolve and support technical issues via telephone and email.
- Manage service queues to meet CSPi's SLAs and uphold Quality Assurance standards, while training staff and clients as necessary.
- Engage with customers' executives, technical representatives, partners, and various internal departments to ensure streamlined operational procedures and effective escalation processes.
- Review and manage daily customer checklists.
- Ensure all backup systems are functioning optimally for both internal and external clients.
- Maintain and update antivirus solutions for clients.
- Oversee Microsoft Windows patching and third-party vendor updates as required.
- Optimize critical alerts generated by CSPi's ConnectWise application.
- Assist in onboarding new clients.
Qualifications:
- Preferred Network Certifications.
- Preferred VMware Certification.
Experience Requirements:
- Strong communication and interpersonal skills, with a team-oriented mindset.
- Ability to thrive in a rapidly changing environment.
- Capability to work both collaboratively and independently.
- Familiarity with backup applications (e.g., Acronis, Veeam, Barracuda, Commvault).
- Experience with email and spam filtering services (e.g., Mimecast, Barracuda, Proofpoint).
- Understanding of DNS, DHCP, and TCP/IP protocols.
- Knowledge of switching and routing topologies (e.g., VLAN, basic routing protocols).
- Experience with Firewall Technologies (e.g., Cisco, FortiGate, Palo Alto).
- Proficiency in administering and designing Microsoft Windows Active Directory environments.
- Experience in disaster recovery planning and implementation.
- In-depth knowledge of M365 and Microsoft SQL.
- Familiarity with Microsoft Azure / Intune.
- Expertise in VMware vSphere 7.0 and above.
- Comprehensive understanding of Hyper Converged Infrastructure (e.g., Nutanix, EMC, Dell, HP).
- General knowledge of telecommunications technologies.
- Familiarity with Apple OS and devices is a plus.
- Experience with Managed Services ticketing systems, PSA tools, and RMM tools (e.g., ConnectWise) is advantageous.
- Prior experience in Managed Services is preferred.
CSPi is an Equal Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law.
