Managed Services Engineer II

Jobtailor; Denver (CO); On-site; USD 55,000 - 85,000; Full time

Job summary

Jobtailor in Denver, CO is seeking an experienced IT service professional to manage tickets, perform proactive maintenance, and provide remote support for network devices and servers. You will work closely with client IT departments to resolve issues within SLA and help optimize customer environments.

The role requires strong Windows expertise, customer-facing experience, and the ability to participate in an on-call rotation every 8–10 weeks with additional compensation.

Qualifications

• 3+ years in IT service, systems or network administration.
• 5 years troubleshooting Microsoft Windows endpoints in domain/workgroup environments.
• 4+ years of customer-facing IT service experience.
• Associate degree in technology or equivalent mix of education and experience.

Responsibilities

• Respond to auto generated ticket alerts and monitor tickets for client requests.
• Acknowledge and respond to tickets based on MSP SLA and escalate when needed.
• Perform proactive maintenance on switches, firewalls, routers, servers, and workstations.
• Provide remote application and hardware support for network devices and servers.
• Review monthly client reports and propose resolutions.
• Support and train customers or colleagues and maintain technical documentation.
• Participate in on-call after hours/weekend rotation every 8-10 weeks with additional compensation.

Skills

IT service experience

Systems administration

Network administration

Customer service

Windows OS

Mac OS

Mobile OS (iOS/Android)

Education

Associate degree in technology-related field

Job description

• Respond to auto generated ticket alerts both critical and non-critical.
• Monitor and work tickets in ticket system for client submitted requests.
• Acknowledge and respond to tickets based on Managed Services SLA.
• Be part of a phone call queue for client call in requests.
• Review monthly client reports and provide resolutions solutions based on generated reports.
• Escalate tickets to internal departments and clients IT departments.
• Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
• Remote application and hardware support for switches, routers, firewalls, servers, and storage.
• Monitor and analyze customer networks, systems, backups, and security appliances.
• Work with customer’s primary field engineer to perform work on an as needed basis.
• From time to time, project manage internal department initiatives.
• Contribute and enhance internal department process/system documentation.
• Follow policies and procedures on a department and per client basis.
• Conduct training of customers or colleagues in both formal and informal environments.
• Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions.
• Be part of an on call after hours/weekend on call rotation every 8-10 weeks(additional compensation).

Requirements

• 3+ years’ experience working in an IT service role, systems administration, and network administration.
• Preferred Experience: 5 years’ experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment.
• 4+ years’ experience working in a customer facing IT service role.
• Associate degree in a technology-related field or a combination of education and relevant experience.
• Customer service-oriented skillset.
• Advanced knowledge of Microsoft Windows Operating System.
• Basic knowledge of network printing.
• Basic knowledge of Antivirus software packages.
• Basic knowledge of core server administration within Microsoft Windows Server.
• Basic knowledge of Mac OS.
• Basic knowledge of mobile operating systems: Apple iOS and Android.