Managed Services Engineer I (Pacific Time hours)

mylogically; Dublin (OH); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Opportunities for professional development

Job summary

mylogically is seeking a Managed Services Engineer I to join their collaborative national support team. You will provide technical support for clients, working with various infrastructure environments including Windows Servers and workstations, firewalls, and network devices. This role demands problem-solving and operational tasks while maintaining high customer service standards.

The ideal candidate has strong technical skills and experience in managed service provider environments. Opportunities for growth and competitive benefits are offered, making it an appealing position for dedicated professionals.

Qualifications

• Minimum 1 year of experience in MSP technical support/troubleshooting preferred.
• Familiarity with Windows and Mac Operating systems essential.
• Strong organization skills and ability to work under pressure.

Responsibilities

• Manage open tickets and resolve issues efficiently.
• Deliver outstanding customer service remotely and on-site.
• Configuration and deployment of end-user workstations.

Skills

Technical support experience

LAN/WAN troubleshooting

Microsoft Exchange

Windows Server

Azure Active Directory

Microsoft Office Suite

Education

On the job technical support experience

Tools

ConnectWise

Kaseya

Job description

Why Work for Us

• A culture built on doing the right thing
• Work at the forefront of cybersecurity and emerging technologies
• Collaborative, growth-oriented environment
• Competitive compensation and benefits
• Opportunities for professional development and advancement
• Make a real impact by helping organizations reduce risk and build resilience

Job Summary

The Managed Services Engineer I works as a member of a collaborative national support team that provides technical support to the clients of Logically. The Managed Services Engineer I will be expected to work on a variety of infrastructure environments which may include but are not limited to Windows Servers (Physical/Virtual), Windows Workstations, Switches, Firewalls, Access points, Data Storage Systems. In addition to this you will work with both Logically clients and vendors to resolve customer issues and requests in a timely manner. Pacific Time work hours.

Job Duties & Responsibilities

• Manage the status of open tickets and complete technical and operational tasks to resolve issues and close tickets efficiently and correctly
• 85% Utilization required
• Work tickets based on SLA priority and expiration and update tickets daily
• Account for time by function and by the customer in ConnectWise with a high level of accuracy to include notes detailing customer work status to ensure continuity of service
• Completion of any other ticket classifications in adherence with the ITIL system of Service Delivery (Type, Subtype, Item, as needed)
• Deliver outstanding customer service on-site and remotely to customers
• Communicate progress and advise customers on account status, and changes, make suggestions, serve as coach regarding products/services and through processes
• Communicate and strategize with POD members on high-priority problems, critical status changes, customer matters, call aging, and training
• Based on customer and company needs, work after hours and on weekends for scheduled projects and in emergency situations
• Configuration, deployment, and installation of end-user workstations and client computers.
• Installation of hardware to desktops, laptops, and servers. Including ram, storage drive, and graphics upgrades.
• Preparing and staging network devices (servers, switches, firewalls) for remote configuration
• Create and Maintain client standard operating procedures for computer builds.

Qualifications

• College Degree not required, on the job technical support experience preferred
• Minimum 1 year of experience in a closely related position doing MSP technical support/troubleshooting is preferred but not required
• Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise, and Remote Desktop Services preferred
• Experience in LAN/WAN and basic network troubleshooting
• Experience with Kaseya is a plus
• Experience with Imaging Solutions is a plus (MDT, WDS, ETC)
• Experience with Microsoft Active Directory and Azure AD
• Understanding of Windows and Mac Operating systems, including but not limited to reinstallation of operating systems.
• Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server)
• Basic PowerShell and or relevant Scripting Abilities are a plus
• Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment
• Strong interpersonal skills, including verbal and written communication skills along with excellent listening skills

Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.

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