WTG is rapidly expanding its unique co-managed technology services offering, WTG NorthstarMS. As a Managed Services Engineer (MSE), you’ll be an integral part of our Northstar Managed Services team, collaborating closely with other engineers, the Managed Service Manager, and company SMEs. You’ll implement agreed-upon services for our client base in a fast-paced, dynamic environment, gaining exposure to diverse systems and delivery methodologies. This role offers invaluable opportunities to learn from seasoned IT professionals and refine your technical skills. With solid knowledge in technical operations, you’ll manage ticket queues against quality standards, proactively communicate status updates to clients, and escalate issues within the team as needed. At WTG, we hold customer success as the cornerstone of successful managed services, and you’ll have the opportunity to deeply understand this philosophy and put it into practice every day.

A Managed Services Engineer also contributes to the business by having:

• A passion for positive customer outcomes and a sense of duty to serve customers
• A strong desire to expand their technical skills, knowledge of IT solutions, and delivery experience
• Ability to express empathy for internal and external situations
• Contextual awareness and strong analytical/critical thinking skills
• Flexibility and adaptability
• Collaborative working relationships with sales to identify and develop opportunities
• Entrepreneurial spirit

Required Skills:

Technically proficient in operational support within the following areas:

• Firewall technologies including IPSec tunnels and security policies (Fortinet, MIST and Cisco +)
• General networking knowledge (L2/L3 concepts and troubleshooting)
• Linux system administration
• Microsoft infrastructure technology (AD, DNS, DHCP, HyperV, etc.)
• VMware/vSphere
• Microsoft 365 Office 365
• Dell/HPE server
• Storage (NAS/block concepts and troubleshooting)
• Scripting skills such as bash, python or windows powershell
• Understanding of syslog, logging and SNMP technologies
• Data protection
• Demonstrated troubleshooting, problem-solving, and analytical skills
• Excellent written and verbal communication and interpersonal skills
• Ability to track time and accurately capture ticket/task notes
• Ability to solve problems quickly
• Ability to follow and document processes
• Work collaboratively and in partnership with customers, colleagues, and multiple organizations.

Responsibilities:

• Provide high quality, responsive, technical customer service via phone as first level contact and a first/second level escalation.
• Create documentation for new processes including standard operation procedures (SOP), technical health checks or other operational needs where vendor documentation is not readily available.
• Respond to service requests/tickets (Email, phone, etc.) in a timely manner, adhering to WTG’s SLOs and SLAs.
• Ticket management responsibilities include change requests, integration, support/troubleshooting, upgrades.
• Open and escalate support tickets with OEMs/vendors (Dell, VMware, HPE, Cisco, etc.)
• Provide regular status summaries and reports to team lead and/or management as required.
• Occasionally respond to after-hours requests, as needed (WTG has a compensatory time policy to compensate engineers for after-hours support).

Required Experience:

• Experience in an operational environment with incident and service management.
• Bachelor’s degree from an accredited institution in Computer Science, Information Technology or a related discipline, or equivalent relevant working experience and specialized training that is commensurate with the assignment.

Desired Training and Certifications:

• Combination CompTIA A+ and CompTIA Network+ and CompTIA Server+
• VMware Certified Technical Associate (VCTA)
• Cisco Certified Technician (CCT)
• Microsoft 365 Fundamentals
• MCSA: Windows Server 2016 or greater
• Datto Certified Advanced Technician
• Commvault Certification

Position Type: Full-Time/Regular

Travel Requirements: Remote/work-from-home role, ideally in the Eastern Time Zone. Must be US-based. Occasional travel to New England is desired. In-region travel may be necessary to support WTG Professional Services Project Services (in the case of an in-region install).

Work authorization: United States (required)

Winslow Technology Group is an Equal Opportunity/Affirmative Action Employer.