ASG Managed Services Engineer

$70,000 - $140,000/Yr

Shi International Ltd - Little Rock, AR

Full-time - Mid Level

Little Rock, AR

5,001-10,000 employees

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The ASG Managed Services Engineer is a pivotal role within SHI, responsible for supporting, building, managing, configuring, and implementing solutions within the customers' managed platform or services. This position is designed to ensure optimal system performance across all supported platforms, requiring a proactive approach to problem-solving and a commitment to continuous improvement. The engineer will work closely with both internal and external customers, leading IT projects and monitoring performance to optimize environments. Staying updated on industry trends and emerging technologies is essential, as is a focus on personal and professional growth. In this role, the engineer will embrace a customer-focused, adaptable, and collaborative mindset, demonstrating accountability and initiative. The position requires a home office setup, with occasional meetings at SHI headquarters as determined by management. The ASG Managed Services Engineer will report directly to the Manager of ASG Engineering in the ASG Product & MSP department. The engineer will be involved in a variety of responsibilities, including building and implementing solutions, managing platform infrastructures, and contributing to service improvement initiatives. Engaging directly with customers through status updates, change requests, and incident responses is crucial to understanding their needs and success criteria. The role also involves mentoring lower-tier engineering employees and service desk staff, ensuring a collaborative and supportive work environment.

Responsibilities

• Build, implement and support a wide range of solutions using platform services for both internal and customer purposes.
• Manage and configure platform infrastructures, applications, and collaboration tools.
• Contribute and take lead on MSP Projects, collaborating with internal/external customers and ensuring timely delivery and alignment with business objectives.
• Contribute, develop, and take lead on service improvement initiatives, collaborating with internal/external customers and ensuring timely delivery and alignment with business objectives.
• Engage directly with customers through status updates, change requests, meetings, incident responses, and projects, while understanding their needs and success criteria.
• Monitor and diagnose performance issues to ensure optimal system performance.
• Optimize existing environments and standardize processes using/developing standard operating procedures (SOPs).
• Stay updated with industry trends, emerging technologies, and best practices.
• Continuously seek opportunities for personal and professional growth.
• Track time and document work out of SHI's PSA system, submitting weekly timesheets.
• Align with leadership and organization initiatives.
• Mentor/Train lower tier engineering employees and service desk employees.
• Involvement in a wide range of required Audits.
• SOW Scoping, development, and build out assistance on a per-request basis.
• Ownership, alignment, assessment (at times delivery) of customer Agile Cloud Engineering requests.
• Assistance at all lower levels where needed based on resource constraints.

Requirements

• Bachelor's degree in a relevant field or equivalent practical experience.
• 3-5 years of relevant work experience (preferably in a managed services environment).
• Experience working with version control systems (such as Git, AzureDevOps).
• Understanding of IT support processes and methodologies to aid end users.
• Advanced problem-solving abilities to troubleshoot complex technical issues and provide innovative solutions.
• Experience with one or more cloud platforms including: Azure, AWS, GCP.
• Experience in implementing and managing mobile device management platforms such as MS Endpoint Manager (formerly InTune), Jamf, Kanji, or similar solutions.
• Proficient in leading and managing large-scale IT projects, ensuring timely delivery and alignment with business objectives.

Nice-to-haves

• Familiarity with IT Glue, Autotask, DattoRMM, and Lucidchart.
• Experience with additional technologies including Linux, Database, CI/CD Pipeline, Automation, VMWare, Network Appliance.
• Experience working with containerization solutions.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401K
• Flexible spending account
• Continuous professional growth and leadership opportunities
• Health and wellness benefits