Address
Form of workJob Description
The Managed Services team is responsible for providing post-sales support to our internal environment, Cloud tenants, and Managed Services business customers who have managed services contracts/agreements. Services range from managing hardware to fully managed solutions encompassing any or all of the following technologies: physical and virtual backup systems management, cloud-hosted solutions, server architecture, VMware, Citrix VDI, Nutanix, etc.
Systems Engineers are assigned to the Core team, which is responsible for management of the Core ticket queue and related service level objectives (SLO’s). Engineers are responsible for the overall system health of customer environments and for developing and managing the strategic planning of customer infrastructure lifecycles. This position involves critical duties and responsibilities that must continue to be performed during crisis situations and contingency operations, which may necessitate extended hours of work. This is a customer- focused, hands-on role in which the Systems Engineer will be expected to handle and resolve customer issues.
This is an on-site position in our Overland Park, KS office.Hybrid work is available following training, but employee must reside within the Kansas City metropolitan area.
Technical Responsibilities:- Serve as subject matter expert for a prescribed list of managed services customers
- Lead customer cadence meetings on a regular schedule (i.e. biweekly, monthly, etc.)
- Build out, deploy, manage, and monitor various enterprise solutions to include patch management along with various RMM tool stacks
- Contribute to automation of infrastructure, utilizing tools such as Ansible and Terraform
- Complete tickets escalated to Core team to maintain zero violated SLO’s and/or due dates
- Administer, maintain, and upgrade backup solution(s) and customer infrastructure on a regular schedule
- Proactively assess impact of future releases and communicate release notifications to customers
- Create and maintain knowledge-based articles and all documents related to customer environments
- Implement, configure, test, and maintain operating systems, application software, and system management tools both internally and externally
- Responsible for contributing to the administration of IT Portal and overseeing of proper documentation
- Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
- Maintain customer uptime, consistent backups, and redundancy strategies
- Partner with vendors and other IT personnel for problem resolution
- Provide Incident Response (IR) support when analysis confirms actionable incident
- Help customer organization and management of the business applications
- Review and approve change controls
- Other duties as assigned
- Minimum of three years of Systems Engineering experience with private/public cloud technology (VMware, Nutanix, Citrix, Azure, etc.)
- Demonstrated ability in
