Senior Managed Services Engineer

The Senior Managed Services Engineer works under the direction of the Managed Service Operations Center (MSOC) Manager and will support our clients and internal operations. This position is responsible for exceeding established SLAs, providing world class customer service and technical support, and managing service requests through our ticketing system. Accountability and proactive communication as it relates to all position responsibilities. This position will be located in Deerfield Beach, FL.

Essential Job Functions:

• Provide phone and email support to a wide range of clients and internal resources
• Establish positive long-lasting relationships with our clients and internal staff
• Learn and work with new technologies on a constant basis
• Able to complete tasks in a group as well as individually
• Responsible for entering all work as service tickets, time, and expenses in CSPi’s Professional Service Automation (PSA) tool, ConnectWise
• Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from Problem Management issues.
• Provide incident management support and performs investigative analysis while providing accurate, thorough answers in a timely manner to customer inquires
• Responsible for resolving and supporting technical issues via-telephone and e-mail
• Perform queue management to achieve CSPi’s SLAs in a timely manner and provide Quality Assurance standards for work performed and where applicable, train staff/client members
• Interface with customer’s executives, technical representatives, partners, and all levels of internal employees, other Technology Services department/personnel to ensure that operational procedures, accurate escalation processes, timely document registration within CSPi’s Professional Service Automation (PSA) tool and status updates are performed and streamlined workflow is maintained to ensure customer satisfaction
• Responsible for reviewing and attending to daily customer checklist
• Responsible for maintaining and verifying, that all backup systems are running optimally for all internal and external CSPi clients
• Responsible for maintaining and updating anti-virus for internal and external CSPi clients
• Responsible for Microsoft Windows patching and third-party vendor patching as required
• Responsible for maintaining and optimizing all critical and standards alerts generated by CSPi's ConnectWise application
• Responsible for designated functions within onboarding new clients

Education/Certifications:

• Network Certifications preferred
• VMware Certification preferred

Experience:

• Must be a “team player” with outstanding communication and interpersonal skills
• Comfortable in an environment of rapid change
• Ability to work collaboratively and independently
• Knowledge of backup applications (Acronis, Veeam, Barracuda, Commvault, etc.)
• Experience with email and spam filtering services (Mimecast, Barracuda, Proofpoint, etc.)
• Familiarity with DNS, DHCP, and TCP/IP
• Switching and routing topologies (VLAN, basic routing protocol knowledge)
• Firewall Technologies (Cisco, FortiGate, Palo Alto, etc.)
• Administering and designing Microsoft Windows Active Directory topologies
• Disaster recovery planning and implementation
• In-depth knowledge of M365 and Microsoft SQL
• In-depth knowledge of Microsoft Azure / Intune
• In-depth knowledge of VMware vSphere 7.0 and above
• In-depth knowledge of DNS, DHCP etc.
• In-depth knowledge of Hyper Converged Infrastructure (Nutanix, EMC, Dell, HP, etc.)
• General understanding of telecommunications technologies
• Knowledge of Apple OS and Devices a plus
• Knowledge of Managed Services ticketing systems, PSA tools, RMM tools (ConnectWise) a plus
• Former Managed Services experience preferred