Managed Services Engineer

Aunalytics Career Center; South Bend (IN); On-site; USD 65,000 - 90,000; Full time

Job summary

Aunalytics Career Center is seeking a Managed Services Engineer to be the primary technical and relationship lead for assigned clients within Managed IT Services. This role combines advanced technical support, client environment understanding, and proactive service delivery management.

Responsibilities include monitoring systems, managing incidents, and mentoring the service desk. Travel to client sites and after-hours support are part of the rotation, with strong emphasis on SLA adherence and

Qualifications

• 3–5 years of experience with servers, networks, desktops, laptops, and troubleshooting enterprise environments.
• MSP or help desk background with client-facing responsibilities.
• Strong experience with Office 365, Active Directory, and collaboration tools.
• Familiarity with Citrix and remote access technologies.

Responsibilities

• Provide multi-client technical support and maintain service desk practices.
• Act as Tier 2 escalation point for incidents, requests, and changes.
• Manage incidents from logging to resolution with timely workarounds when needed.
• Perform proactive maintenance and monitor client systems for issues.
• Travel to remote sites as needed and provide after-hours support on rotation.

Skills

Servers

Networks

Desktops

Laptops

Active Directory

Office 365

Tools

Citrix

Remote Desktop Services

AutoTask

Job description

Position Overview

As a Managed Services Engineer, you will be the primary technical and relationship lead for assigned clients within Managed IT Services. This role combines advanced technical support, a deep understanding of client environments, and proactive service delivery management. Our Managed Services Engineers ensure client satisfaction, drives service excellence, oversee delivery of technical services, and act as the main escalation point for unresolved technical issues.

Essential Duties & Responsibilities:

Provide Multi-Client Support:

• Deliver first class technical support for a diverse range of systems and configurations, understanding the unique IT environment of each client and following established service desk practices
• Work closely with clients to identify their needs and ensure client satisfaction
• Perform systems management for on-premises and cloud-based servers, including patch management, system monitoring, proactive and reactive troubleshooting
• Implement, maintain, and support networks, including switches, routers, firewalls, and other network devices
• Provide Tier 2 escalation support for Service Desk and Managed Services incidents, service requests, and changes
• Respond to and troubleshoot network outages, anomalies, issues, and challenges as they arise
• Document, track, and monitor problems to ensure a timely resolution
• Travel to remote sites as needed and on a rotational basis to provide excellent support solutions to business needs (including after hours or as needed)
• Provide on-call support as needed (including after hours on a rotational basis)
• Serve as a mentor and trainer to members of the Service Desk

Manage Incidents: Log, categorize, prioritize, and diagnose incidents. Provide workarounds where necessary and elevate complex issues to the appropriate team.

• Analyze system logs and identifying potential issues with computer systems

Conduct Proactive Maintenance: Monitor client systems for potential issues and conduct preventive maintenance to ensure smooth operation and prevent problems before they occur.

• Maintain / support client technology assets including; servers, clients, printers, wireless hardware, and voice/data wiring
• Participate in after-hours maintenance windows

Maintain Communication and Documentation: Serve as the bridge between clients and our MSP, ensuring effective communication of issues, solutions, and updates. Keep accurate records (documentation) of all incidents, problems, and resolutions.

• Assist in developing technical standards and workflows
• Train end-users and prepare training materials on hardware and software use
• Provide guidance and training to clients on new systems, software, and best practices for IT usage.

Uphold Service Level Agreements (SLAs): Ensure that support services meet the defined SLAs, aiming to achieve and maintain high levels of client satisfaction

Other duties as assigned

Required Skills:

• 3-5 years ofexperienceworking with servers, networks, desktops, laptops,and troubleshooting networked environments
• Experience working in a help desk/ end-user/ desktop support environment; MSP experience preferred
• Strong background in Microsoft Office 365
• Experience withActive Directory, software installation/removal, data backups/restores, antivirus/firewalls/security, Internet/networking/wireless connectivity
• Experience working with Citrix and Remote Desktop Services
• Experience with remote access, UPS's, print servers and printer maintenance and repair
• Experience AutoTask a plus
• Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locations
• Excellentinterpersonal,written,and verbal communication skills required
• Resourceful in getting things done, self-starter, productive working independently or collaboratively – ours is a fast-pace entrepreneurial environment with performance expectations and deadlines
• Share our values:growth, relationships, integrity, and passion

What's in it for You?

• Opportunity to work with a rapidly expanding tech company alongside some of the brightest minds in the industry
• Opportunity to work with cutting-edge technology in a casual, fun environment
• Opportunity to be a part of a local company committed to making a difference in our community