Our technical staff undergoes rigorous training from a select group of manufacturers across a well-defined technology stack. This ensures that we have high-performing teams, committed to exceeding the expectations of our valued customer base. Our effective management practices have earned us a reputation as a trusted provider and leader of cutting-edge technical solutions. As we grow, we are looking for like-minded individuals that are willing to think outside the box and offer creative solutions for complex problems.

The IT Service Engineer and Manager – MSP will drive special projects with a focus on processes and related business operations systems integration and automation. The position includes hands-on project-based work, acting as an escalation point, connecting with key business executives and stakeholders, and managing a team of 10 Engineers.

IT Service Delivery Engineer and Manager – MSP Responsibilities:

· Act as the point of escalation for the resolution for highly complex issues and risks that have been escalated.

· Oversee the day-to-day operational, product/solution, and service delivery functions across all lines of business.

· Develop and refine service delivery and fulfillment processes and tools to ensure repeatability and standardization; process management; alerting, escalation and management of risks; SLA’s and KPIs.

· Lead teams and drive execution of service delivery initiatives and help maintain customer satisfaction at the highest level.

· Cross collaboration with sales team to develop solutions that best fit the needs of our client base.

· Displaying strong inter-personal and communication skills to client satisfaction

· Assist with project planning and resource estimation for new projects.

· Providing technical recommendations and guidance for projects

· Evaluating and ensuring completed work meets quality standards.

· Building and modifying systems to meet project and user requirements.

· Deploying, engineering, and optimizing enterprise class, technology-based systems

· Providing premier technical assistance and consulting to valued customers.

· Designing and implementing comprehensive disaster recovery solutions, including cloud-based failover and high-availability strategies.

· Troubleshooting system and network issues through root-cause analysis and implementing solutions

· Demonstrate high emotional intelligence (EQ) while interacting with customers and peers.

· Analyzing business processes and services to determine how people, processes, data, communications, and technology can best meet requirements.

· Attending and facilitating technical design reviews and technical briefings

· Assuming other duties and projects as they arise

· Responding to internal trouble ticket system requests and accurately documenting the path to resolution

· Providing on-call support as part of a scheduled rotation with other team members

Qualifications:

· Certification in at least one IT discipline relevant to this position

· 5 years of hands-on experience in similar role

· *Connectwise Experience Required*

· Self-motivated, able to make independent choices, free from immediate direction or supervision

· Strong written and verbal communication skills

· Experience in providing first line IT support

· Able to work evenings and weekends if required

Preferred Qualifications:

· We are willing to provide some additional training for the technologies or services below, but you must have a solid understanding of the basics.

· Experience mentoring and cross-training IT staff and providing guidance in day-to-day operations

· Experience in pre-sales engineering-type role in recommending solutions to clients

· Experience in MSP or multi-client support role

· Server administration including Windows Server 2008 R2, 2012, 2012 R2, 2016, and 2019, clustered hypervisors, Windows operating systems, MS Cluster Server and VMWare

· Server administration including Windows Server 2022 and earlier versions, clustered hypervisors, modern Windows operating systems, Windows Virtual Desktop environments, and advanced VMWare solutions.

· Proficiency in server OS-level tools and cloud-based identity management solutions, including Azure Active Directory, Group Policy, DNS, DHCP, and managing user accounts, devices, and policies in a hybrid cloud environment.

· Expertise in automated patch management and updates for servers and clients using modern tools and technologies.

· Knowledge of managing and troubleshooting network switches, routers, access points and other network devices.

· Administering and supporting advanced cybersecurity solutions, including next-generation firewalls, intrusion prevention systems, and cloud-based security services. e.g Watchguard, Sophos, Palo Alto, SonicWall (Training provided for WatchGuard)

· Experience in managing and resolving issues in networked and cloud-connected printing solutions and IoT devices.

· Microsoft 365 and Azure cloud services administration, including tenant and license management, Azure Active Directory, and advanced security and compliance features.

· Continuous monitoring and management of Microsoft 365 and Azure services, including service health, performance optimization, and handling service requests.

· Knowledge of redundancy strategies and disaster recovery contingency planning

· Ability to explore and analyze new technologies and make recommendations to supervisor

· Responsible for lifting, pushing, and pulling information technology equipment up to 50 pounds

Job Type: Full-time

Pay: $95,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• Bonus opportunities
• Yearly pay

Experience level:

• 10 years
• 11 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years

Schedule:

• Monday to Friday

Experience:

• strategic technology planning and execution: 5 years (Required)
• directing the delivery of managed services: 5 years (Preferred)
• ConnectWise: 3 years (Required)

Ability to Relocate:

• Modesto, CA: Relocate before starting work (Required)

Work Location: In person