Managed Services Engineer

Vandis is looking for a Managed Services Engineer who thrives on solving network and security issues for SMB, commercial, and enterprise clients. This is a hands-on role where you'll serve as an escalation point for incidents, lead root cause analysis on challenging tickets, and keep client environments running at peak performance. If you have solid NOC/SOC experience and want to bring your skills to a team that values ownership and continuous improvement, we want to hear from you.

Our approach is unique: we empower engineers to own incidents end-to-end, from first response through resolution and documentation. Every day brings new challenges, exposure to diverse network and security technologies, and the opportunity to mentor newer engineers on our team.

Responsibilities

• Create, update, monitor, and resolve incident and change request tickets for Managed Services clients
• Troubleshoot customer incidents via phone, remote access tools, and on-site support as needed
• Maintain clear, consistent communication with customers throughout the incident lifecycle
• Document all customer interactions thoroughly, capturing status updates, next steps, and resolution details
• Monitor customer environments using Vandis remote monitoring systems to proactively identify performance issues and remediation paths
• Lead root cause analysis and resolution efforts for escalated issues with minimal supervision
• Maintain and contribute to the team's operational knowledge base
• Pursue ongoing training and manufacturer certifications relevant to the role
• 2+ years of experience in a technical support role within a NOC/SOC or Service Desk environment
• Bachelor's degree required; a major in engineering or a related technical discipline preferred
• Solid understanding of network and application protocols (IP, TCP, UDP, FTP, HTTP, DNS, routing, etc.)
• Experience troubleshooting networking and security infrastructure, including routers, switches, and firewalls
• Experience troubleshooting wireless infrastructure, including access points, controllers, and network access control
• Familiarity with traffic management and application security infrastructure
• One or more manufacturer certifications preferred: Palo Alto, Aruba, Cisco, Juniper, or F5
• Excellent interpersonal, written, and verbal communication skills
• Strong customer service orientation, with the ability to draw out relevant information from end users to diagnose and resolve issues efficiently
• Self-motivated and comfortable working through issues with minimal supervision