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IT Managed Services Specialist

2 months ago

Pierre, South Dakota, United States SHI GmbH Full time

Position Overview
The Managed Services Engineer at SHI GmbH plays a pivotal role in supporting, developing, and managing solutions within the customer’s managed services environment. This position is crucial for ensuring optimal system performance across all platforms under SHI's stewardship.

Key Responsibilities
- Design, implement, and maintain a diverse array of solutions utilizing platform services for both internal and external clients.
- Oversee and configure platform infrastructures, applications, and collaborative tools.
- Lead Managed Services Projects, working closely with both internal teams and external clients to ensure timely delivery and alignment with business goals.
- Drive service enhancement initiatives, collaborating with stakeholders to meet objectives effectively.
- Engage with clients through regular updates, change requests, meetings, and incident management, ensuring a clear understanding of their needs and success metrics.
- Monitor and troubleshoot performance issues to maintain optimal system functionality.
- Standardize processes and optimize existing environments through the development of standard operating procedures (SOPs).
- Stay informed about industry trends, emerging technologies, and best practices to continuously improve service delivery.
- Document work and track time using SHI's Professional Services Automation (PSA) system, submitting weekly reports.
- Align with organizational initiatives and leadership goals.
- Mentor and train junior engineering and service desk staff.
- Participate in necessary audits and compliance checks.
- Assist in the scoping, development, and implementation of Statements of Work (SOW) as needed.
- Take ownership of customer Agile Cloud Engineering requests, providing assessment and delivery as required.

Qualifications
- Bachelor’s degree in a relevant field or equivalent practical experience.
- 3-5 years of relevant experience, preferably in a managed services context.
- Familiarity with version control systems such as Git or AzureDevOps.

Technical Skills
- Understanding of IT support processes to assist end users effectively.
- Advanced analytical skills for troubleshooting complex technical challenges and delivering innovative solutions.
- Experience with cloud platforms including Azure, AWS, or GCP.
- Proficiency in mobile device management solutions like MS Endpoint Manager, Jamf, or similar tools.
- Strong project management skills, particularly in leading large-scale IT initiatives.

Certifications
- M365 Associate or Google Workspace Professional Administrator certification, or the ability to obtain within three months of hire.
- ITILv3+ Certification or the ability to obtain within six months of hire.

Additional Information
This role may require occasional travel for customer meetings and events. Flexibility in working hours, including overtime and holiday shifts, may be necessary based on business needs. Participation in a rotating on-call schedule for after-hours support is also required.

Compensation
The estimated annual salary range for this position is competitive and commensurate with experience and market location. Benefits may include medical, vision, dental, 401K, and flexible spending options.

SHI GmbH is an Equal Employment Opportunity employer.