Managed Services Engineer

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.

• 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 escalate 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.