Managed Services Engineer 2
Job TypeTemporary
As a Managed Services Engineer 2, you proactively address and enhance our customers’ technology environments and help create repeatable operating procedures. You are crucial in troubleshooting complex technical issues escalated within the Service Desk. This role requires a proactive approach, excellent teamwork, and a commitment to exceptional customer service and documentation. Adapting quickly to workflow changes is essential for success. Success is measured by your ability to resolve tickets timely, with high customer satisfaction, as well as supporting your team in the success of departmental goals.
What You Will Do:
- Serve as a frontline engineer to our customer base, resolving issues to ensure productivity.
- In addition, serve as an escalation point for Service Desk issues, providing timely and effective solutions.
- Proactively address and optimize cloud/on-prem systems, networking, storage, and security issues to enhance our customers’ environments.
- Install, test, and configure new workstations, peripheral equipment, and software, ensuring high performance and efficiency.
- Create and maintain detailed documentation of standard operating procedures and customer interactions within our ticketing system.
- Constantly focus on exceeding customer expectations and maintaining high service quality.
- Participate in a weekly on-call rotation to support the team, ensuring availability for after-hours support and urgent client needs.
- Travel may occasionally be required but is not expected to exceed 20% of your time.
- Adhere to all Uprise standard operating procedures and policies.
- Other tasks as customer and business needs evolve.
Required Skills and Qualifications:
- 3+ years of technical support experience in a Managed Services Provider setting.
- A+ certification or demonstrated equivalent.
- Demonstrated analytical thinking skills and troubleshooting skills.
- Ability to prioritize based on issue criticality.
- Strong documentation skills for both users and internal staff.
Technical Skills:
- Expert Skills in:
- Windows Desktop and Windows Server 2016+
- Troubleshooting storage solutions
- Microsoft O365, Google Workspace, and Remote Desktop Services
- DNS/DHCP administration and troubleshooting
- General networking troubleshooting
- Documentation practices
- Process compliance
- Competent Skills in:
- OSX troubleshooting
- Android/iOS administration and troubleshooting
- Entra (Azure)
- WAN/LAN networking, including routing, switching, security, and load balancing
- Networking protocols: TCP/IP, VPN, IPSEC, VoIP, and QoS
Soft Skills:
- Strong customer service orientation with a patient and empathetic approach to resolving user issues.
- Exceptional problem-solving skills and ability to mentor team members.
- Strong organizational, priority setting, and communication skills.
- Ability to explain technical details effectively to a non-technical audience.
- Flexibility to handle multiple priorities and projects.
- Positive attitude and a proactive approach to problem-solving.
Physical Requirements:
- Lifting: Ability to occasionally lift up to 25 pounds for tasks such as moving equipment, setting up workstations, or handling hardware components.
- Computer Work and Visual Acuity: Comfort with focusing on screens and monitors for extended periods of time for troubleshooting, configuration, and monitoring tasks, with strong visual acuity to discern fine details on screens and equipment, crucial for troubleshooting and configuring complex systems.
- Mobility and Stamina: Ability to move around office or client sites as needed, including bending, kneeling, and reaching to access equipment or perform installations.
- Manual Dexterity: Occasional need for manual dexterity, including tasks such as assembling hardware, connecting cables, and performing detailed configurations.
Nice to Have:
- Certifications such as Network+, Microsoft 365, and scripting/automation skills.
- Familiarity with MSP-specific tools like PSA, RMM, MDM, and network monitoring.