Onsite Managed Services Engineer

AvePoint is the global leader in data security, governance, and resilience, going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint’s global channel partner program includes approximately 5,000 managed service providers, value-added resellers, and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit www.avepoint.com.

Overview

We are seeking bright and friendly individuals with excellent communication skills, willingness to learn and apply new technology and a track record for providing great customer service. You will have opportunities to work in a variety of challenging IT environments to quickly build up your IT and communication skills.

What will you be doing?

As an Onsite Managed Services Engineer, your job is to do onsite implementation, troubleshoot technical issues, work closely with Support & R&D Team and provide timely customer feedback/Solutions, maintain the software application and infrastructure, among other duties.

Your responsibilities will include:

• Being a representative for project-specific customer technical inquiries and issues that you will take ownership and bring resolution.
• Ensure customer satisfaction in Project Support and Maintenance
• Collect information and perform deep-dive analysis, diagnosis, and troubleshooting during onsite
• Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues
• Work closely with Onsite Support as well as remote R&D resource to collaborate as a team to resolve the incidents in a timely manner
• Communicate and interface with vendors and customers
• Generate reports and write documentation, e.g. maintenance guide, monthly case report

OK, I’m interested… is this the job for me?

We look for people who value agility, passion, and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.

Other qualities you will need to be a fit for this role include:

Background and Experience:

• Minimum of 5 years of relevant working experience in technical infrastructure architecture and project implementation. 
• Expertise in Microsoft SharePoint, MS SQL, Exchange/Email Service, DNS, Active Directory (AD), ADFS, IIS, SSL certificates, Azure AD, and Azure B2C is required.
• Proficiency in Identity Provider (IdP) Management.

Includes, but is not limited to:

• Managing Microsoft ADFS on-premises infrastructure.
• Onboarding and integrating applications via the Azure AD App Marketplace.
• Onboarding and troubleshooting applications in Azure B2C.
• Collaboration and Coordination: Strong ability to work collaboratively with third-party vendors and coordinate with stakeholders to manage application onboarding to IdPs.
• Skilled in troubleshooting and issue resolution.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally with a diverse group of executives, managers, and subject matter experts.
• Work Ethic and Adaptability: Highly energetic, able to work independently, and capable of performing effectively under tight deadlines and pressure while maintaining excellent BAU (Business-As-Usual) operations.
• Service Delivery: Demonstrates the ability to deliver services efficiently and effectively.
• Knowledge of incident management and change management processes is preferred.

If you are looking for an opportunity to grow your career while working on meaningful projects, we would love to hear from you!