What are the responsibilities and job description for the Managed Services Engineer position at Complete Network Support?
Complete Network is looking for a Managed Services Engineer with a B.S. in Computer science or Information Technology and five years MSP experience. As a key technical leader, you will be responsible for resolving complex escalated issues, providing advanced technical guidance, and driving continuous improvement. The ideal candidate possesses a deep understanding of a wide range of technologies and thrives in a fast-paced environment where critical thinking and problem-solving are paramount. Candidates must have an entrepreneurial attitude and be able to work independently with minimal supervision.
Primary responsibilities include:
- Responsible for creating, updating, and following best-practices and standard operating procedures (SOPs).
- Act as the escalation point for complex technical issues that cannot be resolved by Tier 1/2 support engineers.
- Provide advanced troubleshooting and resolution for incidents involving servers, networks, databases, applications, and cloud services.
- Training and mentoring junior staff.
- Escalation point for on-call resources as required.
- Conduct in-depth root cause analysis to prevent recurring incidents and identify areas for service improvement.
- Contribute to the development and implementation of automation solutions to improve efficiency and reduce manual effort.
- Participate in on-call rotation to provide after-hours support for critical incidents.
- Proactively manage and maintain internal IT infrastructure, including servers, network devices, and security systems, ensuring high availability and performance.
- Lead the planning and implementation of technology upgrades and enhancements to optimize internal IT operations and support business growth.
- Resolve escalated technical issues from Tier 1 support, providing timely and effective solutions.
- Proactively monitor client infrastructure, identifying and addressing potential issues before they impact end-users.
- Implement and maintain client systems, including servers, networks, databases, and applications.
- Collaborate with the service delivery team to ensure service level agreements are met and client expectations are exceeded.
- Stay current on emerging technologies and industry best practices.
Candidate must possess the following skills and experience:
- Highly organized with excellent time management skills
- Strong analytical, problem-solving, verbal and written communication skills
- Good personality. Able to interact with and support customers and colleagues with a friendly attitude
- Advanced knowledge of Windows System Administration in a production environment - Desktop and Server
- Extensive experience with networking protocols, topologies, and security best practices.
- Strong understanding of virtualization technologies (e.g., VMware, Hyper-V).
- Proficiency in cloud platforms (e.g., AWS, Azure, GCP).
- Experience with scripting languages (e.g., PowerShell, Python) for automation and troubleshooting.
- Experience with ITIL or other service management frameworks.
- Knowledge of security information and event management (SIEM) tools.
- Remote Support and Administration
- IT Security tools and best-practices
- Backup and recovery software implementation and troubleshooting
- Mobile device support
- Proficient in Microsoft Azure/Entra
- Proficient in Microsoft Intune
- Proficient in Microsoft 365 Administration
- Proficient in Microsoft SQL Server
- Proficient in LAN/WAN/VPN design & Administration
- Familiar with Automation (Rewst,) and OpenAI
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Strong knowledge of Windows Server and/or Linux operating systems.
- Experience with networking protocols, topologies, and security best practices.
- Understanding of virtualization technologies (e.g., VMware, Hyper-V).
- Familiarity with cloud platforms (e.g., AWS, Azure, GCP).
- Excellent analytical, problem-solving, and communication skills.
- Ability to work independently and as part of a team.
The following skills are a plus:
- Cisco IOS and ASA
- Remote Monitoring and Management Tools
- Linux administration
- Experience with ITIL or other service management frameworks.
- Knowledge of security information and event management (SIEM) tools.
- Microsoft Modern Workplace administration and/or development experience
- ERP, CRM, and Project Management software experience
Salary : $85,000 - $100,000
