Aunalytics South Bend , IN 46601
Posted 1 week ago
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.
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
Aunalytics