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Logically · 5 hours ago

Managed Services Engineer II (Charleston area)

Charleston, SC

Full-time

Onsite

Entry, Mid Level

2+ years exp

Logically is a trusted partner in managed security solutions, dedicated to empowering businesses in the evolving landscape of technology and cybersecurity. The Managed Services Engineer II will provide technical support and customer service, managing tickets and troubleshooting various systems and devices to ensure efficient operations.

Cloud InfrastructureCloud ManagementCloud SecurityCyber SecurityIdentity ManagementIT InfrastructureIT ManagementNetwork SecurityPenetration TestingSoftware

Responsibilities

This role will require being onsite at a client location

Provide best in class customer service to Logically’s customer base

Adhere to company values while following best practices and operational procedures

Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately

Maintain up to 85% utilization to support key performance indicator attainment and Logically service level agreements

Drive for continuous CSAT scores to ensure consistent feedback from Logically’s customer base

Act as an escalation point for Managed Services Engineer I’s

Troubleshoot issues on a variety of information systems and network devices within complex customer environments

Update, manage and troubleshoot workstation device connectivity and printer issues

Work within Active Directory to create and terminate user accounts as part of onboarding/offboarding and reset passwords for related customer environments

Responsible for implementing appropriate IT procedures, configuring software, and implementing O365 administration functions across multiple platforms

Perform network troubleshooting, network traffic analysis and debugging

Manage Anti-Spam Policies and run virus scanning using Logically approved software

Work tickets based on SLA priority and expiration and update tickets daily

Support solutions such as email, storage, backups, monitoring and productivity suites

Account for time by function and by the customer in ConnectWise with a high level of accuracy to include notes detailing customer work status to ensure continuity of service

Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, plan, and execute the services

Participate in a regular after-hours on-call rotation schedule

Provide continuous updates and communication on assigned tickets to ensure customer’s have daily interaction and support

Qualification

MSP technical supportCompTIA A+Network troubleshootingMicrosoft 365 administrationMicrosoft ExchangeSQLWindows ServerConnectWiseRemote Desktop ServicesAnti-Virus configurationMicrosoft Office SuiteAzureWindows Operating SystemsOrganization skillsInterpersonal skillsTeam player mentalityProblem-solving technique

Required

College Degree not required

Experience in LAN/WAN and basic network troubleshooting

Experience in workstation and laptop hardware support, including backup software configuration experience with common data protection applications

Experience with Anti-Virus configuration with more than one A/V solution

Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment

Strong interpersonal skills, including verbal and written communication skills along with excellent listening skills

Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills

Business acumen; translating business requirements into related solutions

Flexible and able to remain calm in times of stress while managing multiple priorities at one time

Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations

Sound problem-solving technique with ability and persistence to generate options and select the best solution

Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders

Ability to communicate effectively with customers and various levels of management both verbally and in written form

Ability to manage multiple projects in a fast-paced environment

Team player mentality and willingness to share knowledge with others

Preferred

2-4 years of experience in a closely related position doing MSP technical support/troubleshooting is preferred but not required

Certifications preferred in one of the following; CompTIA A+, Network+, Security +, MSFT 365 Fundamentals (MS-900T01), MS 100: Microsoft 365 Identity and Services, Microsoft Certified Professional (MCP) MS AZ-104 - Azure Administrator Associate, Microsoft 365 Certified: Enterprise Administrator Expert

Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise and Remote Desktop Services preferred

Experience with Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server) and Kaseya is a plus