We are seeking a Managed Services Support Engineer to join our talented team, which delivers technically led solutions and provides an outstanding client experience throughout our domestic and international locations. This role involves understanding the overall requirements and objectives of the support team, such as software applications, hardware infrastructure, data management, security solutions, and other relevant elements.

Responsibilities

· Ticket management

· Optimize methodologies for alert monitoring

· Serve as an escalation point for complex tickets

· Consult on managed client environments and best practices

· Work with the Director of Managed Services to enhance team metrics such as SLA completion and survey results

· Oversee the onboarding of new client services and devices

· Participate in Managed Services client projects

· Manage the creation and maintenance of essential documentation, including architecture diagrams, configuration guides, and best practices.

 

Basic Qualifications

· Strong interpersonal skills, along with excellent oral and written communication skills, are essential.

· 5+ years of vast technical experience across several disciplines, such as Enterprise Networking, Security, and Data Center

· Ability to manage multiple tasks and projects simultaneously

· Eagerness to train and mentor Managed Services agents

· Hands-on experience with the following technologies is preferred

• Meraki Firewalls, APs, and Switching

• VMWare vCenter and ESX

• HyperFlex experience is a plus but not required

• Veeam

• Cisco FMC/FTDs/ASAs

• Route/switch Cisco Nexus, catalyst platform, ISRs

• Basic knowledge of data centers is a considerable plus - Nimble, UCS

 

Certification Requirements

· Cisco Certified Network Associate (CCNA)