ASG Managed Services Specialist

2 weeks ago

Juneau, Alaska, United States SHI GmbH Full time

Position Overview

The ASG Managed Services Specialist plays a crucial role in the support, development, management, configuration, and implementation of solutions within the managed services platform overseen by SHI GmbH. The primary objective is to ensure peak system performance across all supported environments. This specialist will engage with both internal and external stakeholders, spearhead IT initiatives, monitor system performance, enhance operational environments, and remain informed about industry advancements while pursuing personal and professional development.

A strong emphasis on a customer-centric, flexible, and cooperative approach, coupled with a commitment to accountability, initiative, and a zeal for ongoing learning, is essential for success in this position.

This role will report to the ASG Engineering Manager within the ASG Product & MSP division. This position is remote and requires a suitable home office setup, with occasional meetings as determined by management.

About SHI GmbH

SHI GmbH has been a leader in transforming organizations through technology since its inception. We have consistently expanded our reach and capabilities, now standing as a significant global provider of IT solutions and services.

Over 17,000 organizations globally depend on SHI's personalized approach to navigate their technological challenges. Our workforce of 6,000 dedicated employees is the cornerstone of our success. Joining our team means you will benefit from:

  • A strong commitment to diversity, being the largest minority- and woman-owned enterprise in the U.S.
  • Opportunities for continuous professional development and leadership growth.
  • Comprehensive health, wellness, and financial benefits for you and your family.
  • Access to state-of-the-art facilities and the technology necessary for success, whether in our offices or your own.

Key Responsibilities

Responsibilities include, but are not limited to:

  • Design, implement, and support a diverse array of solutions utilizing platform services for both internal and client needs.
  • Oversee and configure platform infrastructures, applications, and collaboration tools.
  • Lead and contribute to MSP projects, ensuring timely delivery and alignment with organizational goals.
  • Develop and implement service improvement initiatives in collaboration with stakeholders.
  • Engage directly with clients through updates, change requests, meetings, and project management, ensuring a clear understanding of their requirements and success metrics.
  • Monitor and troubleshoot performance issues to guarantee optimal system functionality.
  • Enhance existing environments and standardize processes through the development of standard operating procedures (SOPs).
  • Stay informed about industry trends, emerging technologies, and best practices.
  • Actively seek opportunities for personal and professional advancement.
  • Document work and track time using SHI's PSA system, submitting weekly timesheets.
  • Align with leadership and organizational initiatives.
  • Mentor and train junior engineering and service desk personnel.
  • Participate in various required audits.
  • Assist with SOW scoping, development, and implementation as needed.
  • Manage customer Agile Cloud Engineering requests as required.
  • Provide assistance at all levels as needed based on resource availability.

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.
  • Understanding of IT support processes to assist end users effectively.
  • Strong problem-solving and analytical skills to address complex technical challenges.
  • Experience with cloud platforms, including Azure, AWS, or GCP.
  • Knowledge of mobile device management solutions such as MS Endpoint Manager, Jamf, or similar.
  • Proficient in managing large-scale IT projects, ensuring timely delivery and alignment with business objectives.

Essential Skills

  • Ability to lead IT projects and collaborate with stakeholders to ensure timely outcomes.
  • Experience with version control systems.
  • Proficiency in managing Microsoft 365 applications and services.
  • Capability to manage Google Workspace applications effectively.
  • Understanding of IT support methodologies.
  • Advanced problem-solving skills for technical issue resolution.
  • Proficiency in remote management and monitoring tools.
  • Experience in DNS management and optimization.
  • Knowledge of identity provider solutions such as Azure AD or OKTA.
  • Understanding of cybersecurity solutions.
  • Experience with SaaS data protection and backup solutions.
  • Experience in cloud-based solution design and management.
  • Basic scripting skills in languages such as PowerShell, CMD, Python, or NodeJS.

Certifications Required

  • M365 Associate or GWS 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.

Unique Requirements

  • Willingness to travel by air up to 10% annually for client meetings and events.
  • Availability for overtime and holiday work as business needs arise.
  • Participation in a rotating on-call schedule for after-hours support.
  • Adherence to required utilization levels, which may change quarterly based on business needs.

Additional Information

  • The estimated annual salary range for this position is $70,000 – $140,000, dependent on job-related knowledge, skills, experience, and market location.
  • Equal Employment Opportunity – M/F/Disability/Protected Veteran Status.

Job Locations Remote

Requisition ID

Compensation Structure Base Plus Bonus

Category Technical Presales/Post Sales

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