MSP IT Systems Engineer I (Managed Services)

$70,000 - $90,000/Yr

Microsel Of Colorado - Englewood, CO

Full-time - Entry Level

Onsite - Englewood, CO

Merchant Wholesalers, Durable Goods

About the position

The MSP IT Systems Engineer I position at TrinWare is designed for individuals who are passionate about technology and customer service. This role involves providing technical expertise and support to both internal and external clients, ensuring successful project outcomes and high customer satisfaction. The engineer will work in a professional environment focused on learning and growth, contributing to the company's mission of delivering exceptional managed services.

Responsibilities

• Serve as a resource and escalation path for Support Technicians.
• Train and mentor junior technicians.
• Provide technical expertise and services to TrinWare's internal and external customers through project work and proactive recommendations.
• Own the customer satisfaction and successful outcome of technical projects.
• Provide great documentation of work performed in our PSA tools (e.g. ConnectWise).
• Lead the onboarding process for new clients to set up long-term success.
• Provide technical guidance in development of project scopes and agreements.
• Actively demonstrate and cultivate TrinWare's Core Values in both internal and external situations.
• Set up VOIP phone networks.
• Fully document work time in systems of record, primarily ConnectWise.
• Properly account for all physical assets and software deployed to clients.

Requirements

• 5+ years' client-facing IT service desk experience preferably in a managed services or multi-tenant support company.
• Experience performing advanced troubleshooting and administration of servers, networks, and standard business applications.
• Experience managing IT projects.
• Experience building technical documents such as SOP's, SOWs and ConnectWise templates or configurations.
• Experience managing and servicing clients through RMM and PSA tools.
• Experience with core technologies such as Microsoft Windows Server, Exchange, SQL, and 365 and Azure platforms, Linux, network design and administration (TCP/IP, DNS, SNMP, VLAN, SDWAN), backup and disaster recovery (Acronis and Veeam), virtualization (VMware and Microsoft Hyper-V), cybersecurity, and IT regulatory compliance frameworks (PCI, HIPAA, NIST).
• Strong customer service focus and ability to bring hospitality to each support ticket.
• Ability to visualize the future and be forward-thinking to drive new ideas.
• Creative mindset with the desire to build and develop methods and tools.
• Strong time management skills and the ability to stay organized during high volume.
• Strong problem-solving skills.
• Professional written and verbal communication and interpersonal skills.
• Hold current IT professional certifications from one or more preferred vendors, Microsoft, VMware, Cisco, CompTIA, Fortinet.
• Clean MVR.
• Ability to pass a drug and/or alcohol screen and background check.

Nice-to-haves

• Experience with Cyber Security response and compliance experience, especially NIST and CMMC.

Benefits

• Medical/Dental/Vision
• Company paid Life and Long-term disability
• Short-term disability
• 401K with matching
• Paid holidays/vacation/sick leave
• Employee discount/referral and assistance programs