Job Description

Position Overview

As a Managed Services Engineer, you will work in a client-facing role to design, implement, troubleshoot, and maintain the critical IT infrastructure that our clients rely on. You will work directly with our clients to manage their IT environments. You will identify, research, respond to, and resolve complex technical problems; serving as the second layer of support for clients who call the Service Desk with technical questions, concerns, and requests. NOTE - this is a hybrid role with three days per week working in one of the Aunalytics office locations: Kalamazoo, MI; South Bend, IN; or Bellefontaine, OH.

Essential Duties & Responsibilities:

Provide Multi-Client Support :

• 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 other 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.

• Maintain / support client technology assets including; servers, clients, printers, wireless hardware, and voice/data wiring 
• Participate in after-hours maintenance windows

Maintain Communication and Documentation : Serve as the bridge between clients and our MSP, ensuring effective communication of issues, solutions, and updates. Keep accurate records (documentation) of all incidents, problems, and resolutions.

• Assist in developing technical standards and workflows
• Train end-users and prepare training materials on hardware and software use
• Provide guidance and training to clients on new systems, software, and best practices for IT usage.

Uphold Service Level Agreements (SLAs) : Ensure that support services meet the defined SLAs, aiming to achieve and maintain high levels of client satisfaction

Required Skills:

• 3-5 years of experience working with servers, networks, desktops, laptops, and troubleshooting networked environments 
• Experience working in a help desk/ end-user/ desktop support environment; MSP experience preferred
• Strong background in Microsoft Office 365 
• Experience with Active Directory, software installation/removal, data backups/restores, antivirus/firewalls/security, Internet/networking/wireless connectivity 
• Experience working with Citrix and Remote Desktop Services
• Experience with remote access, UPS's, print servers and printer maintenance and repair 
• Experience AutoTask a plus
• Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locations
• Excellent interpersonal, written, and verbal communication skills required
• Resourceful in getting things done, self-starter, productive working independently or collaboratively – ours is a fast-pace entrepreneurial environment with performance expectations and deadlines 
• Share our values: growth, relationships, integrity, and true grit 

What's in it for You?

• Opportunity to work with a rapidly expanding tech company alongside some of the brightest minds in the industry
• Opportunity to work with cutting-edge technology in a casual, fun environment
• Opportunity to be a part of a local company committed to making a difference in our community

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