Managed Services Engineer (MSE)

Winslow Technology Group; Gisborne; On-site; NZD 188,679 - 214,408; Full time

Job summary

Winslow Technology Group is seeking a Managed Services Engineer to join their NorthstarMS team in Gisborne, New Zealand. This full-time role requires expertise in IT solutions, focusing on customer success through technical excellence and proactive service delivery.

The ideal candidate will have extensive experience with Microsoft infrastructure, VMware, and scripting, while possessing strong consultative and communication skills. The position offers a dynamic team environment and opportunities for continuous learning.

Qualifications

• 8+ years in managed services, systems engineering, or customer-facing IT operations.
• Strong written, verbal, and presentation skills.
• Ability to manage competing priorities and deadlines.

Responsibilities

• Serve as the technical point of contact and trusted advisor for customers.
• Troubleshoot and resolve issues across various platforms.
• Manage multiple simultaneous tickets and operational tasks efficiently.

Skills

Microsoft infrastructure (AD, DNS, DHCP, Group Policy, Hyper‑V)

VMware vSphere/ESXi administration

Microsoft 365 / Azure AD

Networking concepts (VLANs, routing, switching)

Linux system administration

Scripting/automation (PowerShell, Bash, Python)

Education

Bachelor’s degree in Computer Science, Information Technology, or equivalent experience

Tools

Dell/HPE server platforms

Storage solutions (NAS, SAN)

Data protection solutions (Datto, Veeam, Rubrik)

Job description

As an integral member of Winslow Technology Group, LLC (WTG), The Managed Services Engineer (MSE) will be part of the NorthstarMS team working closely with other Northstar Managed Service Engineers, Managed Service Manager and company SMEs to implement contractually agreed upon services to our NorthstarMS customer base. The MSE role is part of a fast-paced, dynamic team environment with exposure to various systems and delivery methodologies. In this role, the MSE will have the opportunity to learn from other highly successful IT professionals, sharply honing her or his technical skills. The MSE will have solid knowledge in area of technical operations. The MSE will maintain ticket queue against quality guidelines, communicate status with customers and escalate as needed within the engineering team. Above all, understanding the importance of Customer Success in the foundation of the delivery of successful Managed Services.

Managed Services Engineer also contributes to the business by having:

• A passion for positive customer outcomes and a sense of duty for serving customers
• A strong desire to expand their technical skills, knowledge of IT solutions, and delivery experience
• Ability to express empathy for internal and external situations
• Contextual awareness and strong analytical/critical thinking skills
• Flexibility and adaptability
• Collaborative working relationships with sales to identify and develop opportunities
• Entrepreneurial spirit
• Ability to maintain technical skills through training, certification, and self-study

As a key member of Winslow Technology Group’s NorthstarMS team, the Managed Services Engineer (MSE) delivers on our brand promise of providing peace of mind through deep technical expertise, proactive service delivery, and a white-glove customer experience.

NorthstarMS engineers act as trusted technical consultants by driving operational excellence, communicating clearly, and creating confidence in every customer interaction. The MSE operates with precision, empathy, and accountability while balancing multiple priorities in a fast-paced, service-driven environment.

Managed Services Engineer Qualities

The ideal Managed Services Engineer is a highly capable and dependable IT professional who combines deep technical expertise with professionalism, composure, and a genuine commitment to customer success. This individual contributes meaningfully to both the technical excellence and collaborative culture of the NorthstarMS team. They actively participate in team meetings, offer insights that strengthen shared outcomes, and demonstrate consistent engagement across all internal initiatives. In customer interactions, they bring empathy, preparedness, and reliability, ensuring that every engagement reflects our white-glove standard of service.

A successful engineer takes pride in the quality of their technical work, maintaining accuracy, completeness, and clear documentation throughout each engagement. They demonstrate strong administrative discipline, providing timely updates, accurate time entries, and proactive communication that supports transparency and accountability. Dependability and consistency are evident in their ability to meet deadlines and remain composed in fast-paced or shifting environments.

Equally important, they contribute to the overall success of the team through collaboration, knowledge sharing, and mentorship. Success comes from display curiosity and initiative by pursuing continuous learning, identifying process improvements, and driving enhancements that strengthen both customer experience and internal operations. Through these qualities, the Managed Services Engineer embodies the professionalism, precision, and proactive mindset that defines the NorthstarMS brand.

Core Responsibilities

Customer Experience & Ownership

• Serve as the technical point of contact and trusted advisor for customers
• Lead customer-facing meetings (health checks, incident reviews, roadmap discussions) with confidence and clarity
• Communicate proactively about incidents, risks, and action plans in both technical and business-friendly terms

Technical Execution

• Troubleshoot and resolve issues across Microsoft, VMware, networking, storage, Linux, and backup platforms
• Manage multiple simultaneous tickets and operational tasks efficiently, maintaining high quality standards
• Escalate issues to vendors (Dell, VMware, Cisco, HPE, etc.) and drive resolution through completion
• Create and maintain technical documentation, SOPs, and operational playbooks

Process & Continuous Improvement

• Identify recurring issues and propose improvements in tooling, automation, or workflow
• Contribute to internal documentation and mentor junior engineers
• Continuously develop your technical and consultative skill set to stay ahead of evolving customer needs
• Take assigned training and pass assigned testing for certification in a timely manner
• Keep support and incident tickets updated with notes, complete time tracking and other administrative record keeping tasks
• Suitable home office space conducive to a productive, distraction-free, and customer-focused workday

Required Technical Skills

• Microsoft infrastructure (AD, DNS, DHCP, Group Policy, Hyper‑V)
• VMware vSphere/ESXi administration and operations
• Microsoft 365 / Azure AD
• Dell/HPE server platforms
• Storage concepts (NAS, SAN, block/file, replication)
• Core networking (VLANs, routing, switching, firewalls)
• Linux system administration
• Scripting/automation: PowerShell, Bash, or Python
• Understanding of syslog, SNMP, and monitoring technologies
• Data protection and recovery solutions (Datto, Veeam, Rubrik, etc.)

Professional Skills & Traits

• Strong written, verbal, and presentation skills
• Excellent organizational skills and attention to detail
• Ability to manage competing priorities and deadlines
• Demonstrated ownership, accountability, and follow-through
• Consultative mindset; listens actively, asks thoughtful questions, and translates technical solutions into business value

Desired Training and Certifications

• 8+ years in managed services, systems engineering, or customer-facing IT operations
• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience
• Preferred Certifications:
  • VMware Certified Technical Associate (VCTA) or Professional (VCP)
  • Microsoft 365 / Azure Administrator (AZ‑104) or MCSA
  • CompTIA Network+, Security+, or Server+
  • Cisco Certified Technician (CCT)
  • Cisco CCNP, Fortinet NSE4 or Juniper JNCIP
  • Microsoft 365 Fundamentals
  • MCSA: Windows Server 2016 or greater

Position Information

• Type: Full-Time / Regular
• Location: Primarily Remote (U.S. based, Eastern Time Zone preferred)
• Travel: Occasional travel to WTG offices or customer sites, as needed
• Work Authorization: U.S. only
• Salary Range = $110,000-$125,000

Winslow Technology Group is an Equal Opportunity/Affirmative Action Employer.