Senior Managed Services Engineer (Deerfield Beach, FL)

Csp - Deerfield Beach, FL

Full-time - Mid Level

Deerfield Beach, FL

Professional, Scientific, and Technical Services

About the position

The Senior Managed Services Engineer plays a crucial role in the Managed Service Operations Center (MSOC) by providing exceptional support to clients and internal operations. This position is primarily focused on exceeding established Service Level Agreements (SLAs) while delivering world-class customer service and technical support. The engineer will manage service requests through a ticketing system, ensuring accountability and proactive communication regarding all responsibilities associated with the role. The position is based in Deerfield Beach, FL, and requires a commitment to maintaining high standards of service and operational excellence. In this role, the engineer will provide phone and email support to a diverse range of clients and internal resources, establishing positive, long-lasting relationships. Continuous learning and adaptation to new technologies are essential, as is the ability to work effectively both individually and as part of a team. The engineer will be responsible for entering all work as service tickets, time, and expenses in CSPi's Professional Service Automation (PSA) tool, ConnectWise. They will also inform management and key client personnel of any operational or procedural deficiencies encountered during shifts or from Problem Management issues. The Senior Managed Services Engineer will provide incident management support, performing investigative analysis and delivering accurate, thorough answers to customer inquiries in a timely manner. Responsibilities include resolving and supporting technical issues via telephone and email, managing queues to meet CSPi's SLAs, and ensuring quality assurance standards for work performed. The engineer will interface with customers' executives, technical representatives, partners, and all levels of internal employees to streamline workflows and ensure customer satisfaction. Additionally, they will maintain and verify that all backup systems are running optimally for all internal and external CSPi clients, manage anti-virus updates, and oversee Microsoft Windows patching and third-party vendor patching as required.

Responsibilities

• Provide phone and email support to a wide range of clients and internal resources.
• Establish positive long-lasting relationships with clients and internal staff.
• Learn and work with new technologies on a constant basis.
• Complete tasks in a group as well as individually.
• Enter all work as service tickets, time, and expenses in CSPi's Professional Service Automation (PSA) tool, ConnectWise.
• Inform management and key client personnel of operational and procedural deficiencies when encountered during shifts or from Problem Management issues.
• Provide incident management support and perform investigative analysis while providing accurate, thorough answers in a timely manner to customer inquiries.
• Resolve and support technical issues via telephone and email.
• Perform queue management to achieve CSPi's SLAs in a timely manner and provide Quality Assurance standards for work performed.
• Train staff/client members where applicable.
• Interface with customer's executives, technical representatives, partners, and all levels of internal employees to ensure operational procedures and accurate escalation processes are maintained.
• Review and attend to daily customer checklist.
• Maintain and verify that all backup systems are running optimally for all internal and external CSPi clients.
• Maintain and update anti-virus for internal and external CSPi clients.
• Manage Microsoft Windows patching and third-party vendor patching as required.
• Maintain and optimize all critical and standards alerts generated by CSPi's ConnectWise application.
• Perform designated functions within onboarding new clients.

Requirements

• Network Certifications preferred.
• VMware Certification preferred.
• Outstanding communication and interpersonal skills.
• Ability to work collaboratively and independently.
• Knowledge of backup applications (Acronis, Veeam, Barracuda, Commvault, etc.).
• Experience with email and spam filtering services (Mimecast, Barracuda, Proofpoint, etc.).
• Familiarity with DNS, DHCP, and TCP/IP.
• Understanding of switching and routing topologies (VLAN, basic routing protocol knowledge).
• Knowledge of Firewall Technologies (Cisco, FortiGate, Palo Alto, etc.).
• Experience administering and designing Microsoft Windows Active Directory topologies.
• Experience with disaster recovery planning and implementation.
• In-depth knowledge of M365 and Microsoft SQL.
• In-depth knowledge of Microsoft Azure / Intune.
• In-depth knowledge of VMware vSphere 7.0 and above.
• In-depth knowledge of Hyper Converged Infrastructure (Nutanix, EMC, Dell, HP, etc.).
• General understanding of telecommunications technologies.
• Knowledge of Apple OS and Devices a plus.
• Familiarity with Managed Services ticketing systems, PSA tools, RMM tools (ConnectWise) a plus.
• Former Managed Services experience preferred.