Managed Services Systems Engineer

Why clients love us: We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!  

The value you'll bring: As a senior member of the managed services Field Team, our Enterprise Systems Engineer will provide expert-level technical resolution to enterprise-level managed services clients within a 24/7/365 environment, focusing primarily on guiding the resolution of high-priority outages and complex infrastructure issues, including guiding the resolution efforts of other technicians. As a senior resource, they will also provide mentorship, training, and technical skills assessments for job applicants, as assigned. They will be responsible for the following essential duties and responsibilities:

• Resolving  P1 system/network/server outages and steps in as a hands-on engineering resource as needed to ensure timely resolution within service level targets.
• Leverages strong technical knowledge and extensive experience working in IT Managed Services to act as a senior escalation point for complex technical issues related to virtualization; server issues; cloud infrastructure; network infrastructure; storage; backups/disaster recovery, with an additional focus on Microsoft technologies: Windows Server; Exchange; Office365;      Active Directory; Azure; etc. including advanced-level system  administration tasks across VMware, Windows & Linux Server, Azure,      Backups, and SCCM.
• Effectively  utilizes available resources, including knowledge-base documentation, client configurations, and other tools, to correctly diagnoses and  successfully resolves complex outages, infrastructure, and systems issues related to client environments ranging from SMB to enterprise, on-prem/cloud/hybrid infrastructure, leveraging Microsoft and other      technologies.
• Coordinates  effectively with internal and external team members regarding issues, resolution efforts, and root cause determinations. Communicates proactively with appropriate parties, including internal department heads, TAMs, and Account Managers, as well as client POCs/executive teams. Drives communication with client vendors to establish root cause and coordinate resolution for outages and other issues on the vendor side.
• Adheres  to client service level agreements and team performance goals while prioritizing, resolving and/or escalating issues in accordance with  Company policy. Escalates as necessary to Professional Services Engineers/Architects, vendor support teams, or other parties as necessary to ensure timely resolution.
• Works with appropriate parties to document issue and resolution efforts in Root Cause Analysis documents as need and to recommend appropriate process  changes; system upgrades; or other measures needed to prevent recurrence, as requested, or as outlined by internal procedures.
• Acts  as a senior networking resource related to issues/alerts/incidents/outages related to network security, LAN/WAN, SD-WAN, routing, switching, VPN, firewall, VoIP equipment, leveraging proficiency in a variety of related devices/environments (Cisco, Meraki, Fortinet, etc.)
• Available  for occasional after-hours support in emergency situations as part of an on-call rotation.
• Mentors  and provides training to internal team members regarding  systems/networking/security tools, policies, and incident response best  practices.
• Conducts  skills evaluations of job candidates in technical interviews, as assigned, ensuring compliance with Company policies and applicable legislation regarding equal opportunity employment.
• Effectively  documents client communication, network/system configurations, and  resolution efforts via internal ticketing system or Root Cause Analysis document in accordance with Company standards. 
• Maintains  a high degree of professionalism, confidentiality, and integrity while  accessing client data/systems and supporting mission-critical  environments.
• Performing  technology project services as well as T&M work (non-project) for assigned clients.
• Responsible  for ensuring documentation management for clients.
• Communicates  technical information clearly and effectively over the phone, in person, and in writing.
• Complies with all Company policies and procedures.
• Other responsibilities as assigned.

What makes you a fit:

Education and Work Experience Requirements:

• An  associate or bachelor’s degree in computer science or related field, plus 10+ years of IT experience, including 5+ years of experience in a  Technical Account Manager, Senior IT Manager, IT Director, or equivalent  position. Equivalent combinations of education and/or experience will be  considered.
• (7)  years of full-time (or equivalent) of system administration experience in  the installation, configuration, troubleshooting, repair, maintenance,  upgrades, backups and performance monitoring of multi-segmented networks  and complex operating systems, servers, virtualized platforms and related  software on midrange to high-end servers in a high-availability      environment, and at least two (2) years of full-time (or equivalent)  experience using Windows (PowerShell) or SCCM.
• Prior experience implementing and supporting a wide variety of enterprise technologies and services.
• Prior experience in an outsourced IT services provider highly preferred; prior  success in a role with ownership (IT Director/Senior Manager) of an enterprise-level internal IT environment may be acceptable.
• Demonstrated ability to provide both strategic direction and operational support to clients and team members.
• Demonstrated dedication to outstanding customer service and a drive to deliver exceptional service to both internal and external team members. Demonstrated ability to communicate effectively at different levels regarding complex technical problems, resolution efforts, remediation strategies, and technical road-mapping.
• Strong organizational and technical problem-solving skills. Experience prioritizing multiple responsibilities in a fast-paced environment.
• Demonstrated success in a leadership/mentorship capacity strongly preferred.
• Excellent  oral and written English communication skills, including strong presentation and relationship-building skills.
• Integrity  and the ability to maintain confidentiality.
• Demonstrated  strong levels of integrity and the ability to maintain confidentiality, as well as the ability to work in highly regulated environments (HIPAA, SOC, etc.), including high levels of understanding of common regulatory  frameworks (PCI, NIST, CMMC, cybersecurity, etc.)

Technical Skills/Competencies:

• High  proficiency across the Microsoft stack (including Azure, Office365, Active Directory, Exchange, etc.) is required.
• Expert- or Architecture-level Microsoft certifications are required. Additional technical certifications highly desired for applicants and may become required for ongoing employment.
• Strong  proficiency in other virtualization technologies, including AWS, Google Cloud, VMware, Hyper-V, etc.
• Advanced  troubleshooting skills in a Windows environment, including desktop and server OS
• Expert  level troubleshooting and administration skills in a Windows enterprise environment, including VMware, backups, storage, Azure, and SCCM.
• Strong proficiency in network configuration and troubleshooting in a LAN/WAN environment.
• Demonstrated success using ticket systems to document client issues and communication.

Shift/Availability Requirements: Your normal workweek will be Monday through Friday, with hours to be agreed upon based on Company needs. Managed Solution operates in Pacific Time Zone, though some scheduling flexibility may be offered for employees in other regions. Managed Solution operates a 24x7x365 business and, in this position, you may be required to perform work outside of normal business hours (including weekends and nights) as needed to support our clients and teams. 

Work Location/Remote Status: This position is eligible for remote work, within a state where Managed Solution has payroll operations. Employees will work from a home office within an assigned state. Your presence at our company headquarters in San Diego, CA; at meetings/conferences/off-site events; at client locations; or elsewhere, may be required on occasion. 

Physical Requirements:

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards. The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to climb and balance; to stoop, kneel, crouch, crawl, or bend; to manipulate objects with fine and gross motor skills; to frequently lift and maneuver 10 pound objects and occasionally lift and maneuver 50 pound objects; to communicate in written and spoken English, including over the phone; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Managed Solution is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation.

E-Verify Participation:

Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Managed Solution participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information, see https://www.uscis.gov/e-verify.

Compensation & Benefits*

Base Wage Range: $95,000 - $120,000 per year

Managed Solution considers a range of factors when determining an appropriate wage. Such factors include but are not limited to: years of related experience, industry knowledge, formal education, relevant certifications, and geographic location. Wages are paid as earned and in accordance with Company policies.

Additional Perks: 

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+ 
• 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days 
• Holidays – Managed Solution celebrates 7 paid holidays each year 
• Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service! 
• Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs) 
• Telemedicine  options: “see” a medical provider from anywhere, over the phone,  24/7 
• $100K Life/AD&D policy provided for all employees, free of charge! 
• Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more! 
• $80/Month Cell Phone + Internet Reimbursement 

*All Company compensation and benefits programs are subject to Company policy and plan documents and are subject to change at Company’s sole discretion.

Why our employees love working here:

We believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive.

As we grow, we are anchored and driven by our Core Values: I <3 IT!

• Integrity – We demonstrate consistent, trustworthy behavior. We are honest  with everyone, take ownership (even in the face of failure), and do the right thing... even when no one is looking.  
• Heart – We show genuine care for our community, our customers, and our culture. We believe people are at the heart of IT! We are authentic, inclusive, and take time to celebrate and enjoy one another's company.  
• Innovation – We cultivate a diverse work environment and forward-thinking business by supporting an open exchange of ideas, driven by creativity and  collaboration. We're dedicated to consistently delivering excellence through a ‘yes- to- what’s-next’ attitude.  
• Teamwork – We work together and support one another to achieve a clear, common goal, while taking accountability for our own contribution's and  the overall team's success.  

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Managed Solution are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. At Managed Solution we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Application Information and Hiring Timeline:  

Due to the ever-changing hiring needs of our Company, Managed Solution accepts applications for this role on an ongoing basis. If you have applied previously but have not been selected, please feel free to apply as often as monthly if you remain qualified, eligible, and interested in the position as outlined herein. Use the “apply” button to submit your application*.   

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