MSP Vendor Engagement Support Engineer

SHI International Corp.; Charlotte (NC); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Medical benefits

401K

Flexible spending

Job summary

SHI International Corp. is seeking an MSP Support Engineer - Vendor Engagement Specialist to manage communications between customers and vendors and to monitor complex service issues.

This role emphasizes coordination, documentation, and timely resolution in a fast-paced MSP environment. The position requires strong administrative skills, attention to detail, and the ability to engage multiple parties effectively.

Qualifications

• Excellent communication and customer-focused mindset.
• Team player who can collaborate across departments and stakeholders.
• Proactive and self‑motivated with a strong sense of accountability.
• Ability to maintain confidentiality and exercise discretion.

Responsibilities

• Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication.
• Create cases within vendor requirements to enable accurate, resolution-focused customer engagement.
• Coordinate, schedule, and participate in calls and meetings between customers and vendors to address complex service issues.
• Monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
• Document all communications and follow-up actions in the company's ticketing system and other relevant systems.
• Identify and elevate recurring issues to the appropriate internal teams for process improvement.
• Work closely with the direct supervisor to develop strategies for improving vendor relations and customer service.
• Maintain an understanding of each vendor's capabilities, specialties, requirements, and limitations.
• Facilitate the onboarding of new vendors and maintain updated vendor information.
• Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews.
• Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.

Skills

Interpersonal skills

Customer-oriented

Team player

Accountability

Discretion

Self-motivation

Decision-making

Education

ITIL Foundation

CompTIA A+

Tools

Autotask PSA

Microsoft Office

Job description

SHI International Corp. is seeking an MSP Support Engineer - Vendor Engagement Specialist to manage communications between customers and vendors and to monitor complex service issues.

This role emphasizes coordination, documentation, and timely resolution in a fast-paced MSP environment. The position requires strong administrative skills, attention to detail, and the ability to engage multiple parties effectively.