Job Description

The Senior Managed Services Engineer works under the direction of the Managed Service Operations Center (MSOC) Manager and will support our clients and internal operations. This position is responsible for exceeding established SLAs, providing world class customer service and technical support, and managing service requests through our ticketing system. Accountability and proactive communication as it relates to all position responsibilities. This position will be located in Deerfield Beach, FL.Essential Job Functions: Provide phone and email support to a wide range of clients and internal resourcesEstablish positive long-lasting relationships with our clients and internal staffLearn and work with new technologies on a constant basisAble to complete tasks in a group as well as individuallyResponsible for entering all work as service tickets, time, and expenses in CSPi’s Professional Service Automation (PSA) tool, ConnectWiseInforms management and key client personnel of operational and procedural deficiencies when encountered during shifts or from Problem Management issues.Provide incident management support and performs investigative analysis while providing accurate, thorough answers in a timely manner to customer inquiresResponsible for resolving and supporting technical issues via-telephone and e-mailPerform queue management to achieve CSPi’s SLAs in a timely manner and provide Quality Assurance standards for work performed and where applicable, train staff/client membersInterface with customer’s executives, technical representatives, partners, and all levels of internal employees, other Technology Services department/personnel to ensure that operational procedures, accurate escalation processes, timely document registration within CSPi’s Professional Service Automation (PSA) tool and status updates are performed and streamlined workflow is maintained to ensure customer satisfactionResponsible for reviewing and attending to daily customer checklistResponsible for maintaining and verifying, that all backup systems are running optimally for all internal and external CSPi clientsResponsible for maintaining and updating anti-virus for internal and external CSPi clientsResponsible for Microsoft Windows patching and third-party vendor patching as requiredResponsible for maintaining and optimizing all critical and standards alerts generated by CSPi's ConnectWise applicationResponsible for designated functions within onboarding new clientsEducation/Certifications: Network Certifications preferredVMware Certification preferredExperience: Must be a “team player” with outstanding communication and interpersonal skillsComfortable in an environment of rapid change Ability to work collaboratively and independentlyKnowledge of backup applications (Acronis, Veeam, Barracuda, Commvault, etc.)Experience with email and spam filtering services (Mimecast, Barracuda, Proofpoint, etc.)Familiarity with DNS, DHCP, and TCP/IPSwitching and routing topologies (VLAN, basic routing protocol knowledge)Firewall Technologies (Cisco, FortiGate, Palo Alto, etc.)Administering and designing Microsoft Windows Active Directory topologiesDisaster recovery planning and implementationIn-depth knowledge of M365 and Microsoft SQLIn-depth knowledge of Microsoft Azure / IntuneIn-depth knowledge of VMware vSphere 7.0 and aboveIn-depth knowledge of DNS, DHCP etc.In-depth knowledge of Hyper Converged Infrastructure (Nutanix, EMC, Dell, HP, etc.)General understanding of telecommunications technologiesKnowledge of Apple OS and Devices a plusKnowledge of Managed Services ticketing systems, PSA tools, RMM tools (ConnectWise) a plusFormer Managed Services experience preferredCSPi is an Equal Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law.We will contact only those who are a potential match. As part of our pre-employment process, we require that applicants agree to submit to background screenings.

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