Engineer, Managed Services Microsoft

About the position

As an Engineer in Managed Services at Presidio, you will be responsible for monitoring and managing customer internal infrastructures and platforms. This role involves direct supervision by the Microsoft Team Lead and requires effective communication with customers and team members to resolve incidents per contracted SLAs. The position is remote and follows a second shift schedule, emphasizing the importance of teamwork and technical documentation.

Responsibilities

• Oversee the day-to-day operation of various engineering solutions including hardware/software support, training, and special projects.
• Provide feedback to management on process improvements and areas of concern.
• Maintain excellent communication with the NOC team on all tasks and projects.
• Communicate with customers, peers, team, and managers regarding incident and change management.
• Create and maintain good technical documentation.
• Provide emergency on-call support on a rotating schedule.
• Be available while on-shift through various communication methods.
• Test new features and functionality as required and develop plans for implementation.
• Troubleshoot and resolve equipment, configuration, and affected problems.
• Support ongoing efforts in defining best practice policies for all supported products.
• Develop additional skills in other products as business needs dictate.
• Respond to customer service calls and emails in an agreed-upon timeframe.
• Manage service tickets assigned to personal and team queue.

Requirements

• Advanced knowledge and understanding of Microsoft Server OS - 2016+
• Advanced knowledge and understanding of Microsoft Azure
• Advanced knowledge of Microsoft applications including Exchange, SQL, Active Directory, DNS, DHCP, and GPO
• Understanding of Microsoft 365 / Azure support model and product lineup
• Basic understanding of networking protocols including TCP, UDP, IP Addressing, Routing and Switching, VLANs, and Firewalls
• Basic understanding of Hypervisors including VMware and Hyper-V
• Strong communication skills, including the ability to communicate technical information using non-technical language
• Good problem-solving skills
• Ability to work on several problems simultaneously
• Ability to handle and escalate highly impacting operational issues to upper management and/or 3rd party vendor escalation

Nice-to-haves

• AZ104 and MS100/MS101 certifications and/or similar work experience preferred.

Benefits

• Diversity, Equity, and Inclusion initiatives
• Equal Opportunity/Affirmative Action Employer