Associate Engineer, Managed Services

@ IT Solutions Consulting LLC

About ITS

IT Solutions Consulting LLC is a fast-growing Managed Service Provider with over 25 years of experience. We live our values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. Join our team to help provide high-end technology solutions to small and mid-market businesses.

Job Summary

The Associate Engineer, Managed Services is an integral part of our Managed Services team, responsible for supporting multiple clients and handling inbound and escalated inquiries on the Service Desk. The role demands a dedicated problem solver who values best practices and exceptional customer service while managing stressful, client-down situations.

Responsibilities

• Manage service tickets in personal and team queues with timely responses.
• Provide superior customer service with limited supervision.
• Offer remote hardware/software support and thorough documentation.
• Serve as an internal escalation point for technical assistance.
• Manage network, datacenter, security, and voice technologies (e.g., Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, NetApp).
• Analyze logs, troubleshoot, and perform incident analysis.
• Utilize monitoring tools like Kaseya VSA, ConnectWise Automate, LogicMonitor, and Nagios.
• Engage with vendors and internal teams to resolve technical issues.
• Produce detailed service reports and communicate updates to clients.
• Participate in on-call rotations and travel onsite as needed.

Experience & Skills

• Strong oral and written communication skills.
• Effective time management and organizational abilities.
• Experience in network administration, helpdesk support, and troubleshooting Microsoft 365 and Active Directory.
• Familiarity with hardware troubleshooting and remote management tools.
• Ability to lift 50 pounds and work in physically demanding situations.

Experience Requirements

• Bachelor's Degree or equivalent experience in a related field.
• 1+ year as a Network Administrator.
• 2+ years as a Level 1 Helpdesk Technician.
• Experience with Windows desktop/server, Office 365, and Exchange environments.
• Experience with firewalls and VPNs (e.g., Cisco AnyConnect, Meraki, Sonicwall, Fortinet).
• Experience using ticketing systems like ConnectWise Manage.
• Familiarity with virtual desktop environments.

Certificates and Compensation

• Certifications such as CompTIA A+, Microsoft Windows, Apple macOS; Cisco certifications are a plus.
• Full benefits package including medical, dental, vision, paid time off, 401K with matching, stock appreciation rights, and performance-based bonuses.

Key skills/competency

Associate Engineer, Managed Services, ticket management, network troubleshooting, customer support, remote support, escalation, monitoring, IT service desk, technical documentation, hardware/software support