Engineer, Managed Services

About ITS:  

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. 

Job Summary: 

The Engineer, Managed Services is part of the Managed Services team responsible for supporting multiple clients and handling inbound and escalated inquiries on the Service Desk. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.   

Responsibilities:  

• Manage service tickets assigned to your personal and team queue and respond in agreed-upon timeframe. 
• Provide superior service to customers and clients with limited supervision consistently. 
• Provides remote hardware/software support, documentation, support logs and other related information throughout triage process. 
• Act as internal escalation point for other Technicians to engage for technical assistance or process guidance and provide guidance to teammates on operational processes, troubleshooting or customer service. 
• Responsible for the management of network, datacenter, security, and voice technologies. This includes but is not limited to Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, NetApp and other technologies. 
• Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis. 
• Uses monitoring tools to investigate potential issues or respond to monitoring events, this can include but not be limited to Kaseya VSA, Connectwise Automate, LogicMonitor, Nagios, etc. 
• Assists in monitoring and maintaining network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.  
• Interacts with telecommunication, hardware and software vendors and operates on the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders. 
• Interact and work directly with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time. 
• Work regularly with internal service and project coordinators who assign tickets to the Service DeskTeam.  
• Produce detailed service reports regularly and communicate updates or changes internally and to the clients.  
• Participate in a week-long on-call rotation a few times per year. 
• Travel onsite to client offices to provide services. Days not spent traveling will be worked onsite at IT Solutions in Foxborough, MA or at times working from home.