What are the responsibilities and job description for the Managed Services Engineer position at i3 Verticals?
JOB TITLE: Managed Services Engineer
DEPARTMENT: Enterprise Solutions – Partner Support
REPORTS TO: Managed Services Manger
JOB LOCATION: Remote – U.S. Based
TRAVEL: <10%
SUMMARY OF POSITION:
The Managed Services Engineer will be responsible for the oversight, maintenance, expansion, and overall health of i3 Verticals Hosted & Customer on premise systems to ensure they are running at optimal performance. This will include assisting with implementation and design of solutions to continued support, maintenance, and enhancement of the systems.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Monitor managed service systems, including but not limited to OnBase queues, OnBase and related services, TrueFiling, TrueSign, Vault, and Postmark.
- Resolve alert conditions, including but not limited to manual investigation of Court-side visible queues, reprocessing stuck OnBase workflow items, OnBase DIP jobs, restarting services, and escalates to Tier 2, Tier 3, or 3rd party support as needed.
- Document all reported issues and their resolution in accordance with established standards.
- Coordinate issue escalation from other teams and either resolve or route issues to Tier 2 or Tier 3 as needed.
- Perform system smoke tests before and after patching and upgrades.
- Assist in researching, evaluating, and configuring cloud services tools, including SQL, XML, PowerShell, CMD, and OnBase updates.
- Monitor backups and verify their reliability, including investigating and resolving any possible failures.
- Coordinate with internal teams and third-party vendors as appropriate.
- Coordinate issues sent by other departments.
- Monitor service requests while maintaining daily reporting for these service requests.
- Execute and repair or modify any pre-configured scripts related to the administration and maintenance of cloud systems as needed.
- Work with other teams to document administrative functions, processes, procedures and identify areas that could benefit from automation.
- Field questions and requests from various departments regarding managed services.
- Rotate being on call with team members for product support related escalations.
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- Associate degree or 2 years of equivalent work experience
- Experience and knowledge of computer related troubleshooting.
- Experience and background using a Windows environment.
- Excellent people skills to interact and engage with customers.
- Excellent documentation skills.
- Analytical, design, and conceptual skills.
- Strong verbal and written communication skills.
- Ability to prioritize workload and manage multiple responsibilities effectively.
PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- Minimum of 2 years of OnBase Implementation experience.
- Bachelor's degree (B. A.) from four‐year College or university. Computer Science or related technical field.
- Exposure to SQL Server, Active Directory Exchange Server, Microsoft IIS Web Server and Networking Operating Systems
Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York
