Job Description

Managed Services Engineer

The Managed Services Engineer is responsible for supporting, building, managing, configuring, and implementing solutions within the customers managed platform or services under SHI's management. They must aim to achieve optimal system performance across all supported platforms. The engineer will collaborate with internal and external customers, lead IT projects, monitor performance, optimize environments, stay updated on industry trends, and seek personal and professional growth. Embracing a customer-focused, adaptable, and collaborative mindset, along with demonstrating accountability, initiative, and a passion for continuous learning, are key aspects of this role.

Role Description:

• Build, implement, and support a wide range of technical solutions for internal and customer purposes.
• Manage and configure diverse platform infrastructures, applications, and collaboration tools.
• Lead IT and service improvement projects, collaborating with internal and external stakeholders.
• Serve as a technical escalation point, assisting with complex troubleshooting and vendor coordination.
• Provide excellent customer service, engaging with customers on updates, incident responses, and needs assessment.
• Monitor, diagnose, and optimize system performance, standardizing processes with SOPs.
• Stay updated on industry trends and emerging technologies to enhance personal and professional growth.
• Mentor and train lower-tier engineering and service desk employees.
• Document work and contribute to a global knowledge base, ensuring effective incident management.
• Design and validate technical solutions, supporting network and infrastructure development.

Behaviors and Competencies:

• Collaboration: Can proactively seek out diverse perspectives, facilitate open communication among team members, and drive toward consensus and action.
• Initiative: Can proactively seek out challenges, initiate projects, and contribute to innovative ideas.
• Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.
• Customer Service: Can proactively seek out customer feedback, empathize with customers, and tailor solutions to their unique needs.
• Technical Troubleshooting: Can proactively seek out potential technical problems, initiate preventive measures, and contribute to innovative solutions.
• Time Management: Can consistently use time effectively, balance multiple tasks, and meet deadlines.
• Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.
• Willingness to Learn: Can regularly integrate new skills and knowledge into daily work and is open to feedback and making changes accordingly.
• Self-Development: Can actively seek feedback and use it constructively for personal growth.

Skill Level Requirements:

• Proficient in utilizing video conferencing platforms, hosting virtual meetings, managing participant interactions, and troubleshooting common technical issues - Intermediate
• Ability to utilize version control systems such as Git and Azure DevOps effectively - Intermediate
• Ability to create clear and effective technical documentation - Intermediate
• Proficiency in implementing and managing DevOps practices, including continuous integration, continuous delivery, infrastructure as code, and monitoring to enhance the collaboration between development and operations teams - Intermediate
• Proficiency in configuring and managing Windows Server and Linux operating systems using terminal and Azure CLI - Intermediate
• The expertise in leveraging cloud-based platforms and services to build, deploy, and manage applications and data on the internet - Intermediate
• Competence in managing and maintaining Active Directory, Azure, VMware, and Windows Server platforms - Intermediate
• Extensive operational experience supporting Citrix environments (e.g., installation, configuration, maintenance, and troubleshooting of Citrix XenApp/XenDesktop/Virtual Apps and Desktops).

Other Requirements:

• Completed Bachelor's Degree or relevant work experience required
• 3-5 years of experience in a similar role
• 3-5 years of experience working with Azure core services such as Azure Compute, Storage, Network, and Security
• Ability to travel 10%
• Ability to work flexible hours and holidays
• Willingness to obtain the following certifications within first year of SHI employment: Meraki ECMS 2, ITIL Foundations v4

The base salary range for this position is $70,000 - $110,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $85,000 - $140,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

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