Managed Solutions Engineer

The Managed Solutions Engineer will play a key role in onboarding and facilitating our Managed Services offerings to our customers. The role will ensure our solutions sets are properly configured, documented, deployed, and passed to our billing platform. In addition, this role will handle escalation support from all technical teams as it related to these solution sets and other offerings to our client base (voice, IT services, etc.). This role will require being organized, professional, and able to properly plan timelines based on workload.
Responsibilities/Job Functions:

• Training and ownership in deployment and escalated support of our core SaaS offerings
  • ConnectWise Suite
  • Remote Monitoring and Management Solutions
  • Microsoft 365 Suite
  • Disaster Recovery/Backup
  • DNS protection
  • Multi-Factor Authentication Solutions
  • Email Migration and Protection
  • And more
• Provisioning and deployment of SaaS offerings – in coordination with customer and/or technical resources
• Assist with onboarding of new managed service customers
• Handle escalated incidents from technical teams
  • Customer issue escalations from Tier 2/3 technicians
  • Onsite services
• Timely updates to tasks and incidents via the ticketing system

Minimum Qualifications:

• Years of Experience: 4 years in technical support roles spanning variety of platforms
• Previous Managed Services or Consulting Services role preferred.
• Certification in at least one of the following: Server OS, Administering Microsoft 365 Suite, Network+, Security+, or like certifications.
• System Knowledge: Latest Microsoft Server and Endpoint OSs, SMB and enterprise product/hardware experience relative to firewalls, endpoints, and infrastructure
• Ability to demonstrate strong troubleshooting skills

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