Managed Services Engineer II - Hybrid

Job Description

Salary:

A trusted partner for over 20 years, Logically, a Managed Security Solutions Provider (MSSP), offers cyber-first solutions and services that infuse security across technology infrastructures to reduce risk and empower teams to focus on their business, not the technology behind their business. At Logically, we’re passionate about empowering businesses to succeed in a world where technology and cybersecurity are constantly evolving. Our team of subject matter experts includes cybersecurity professionals, service delivery gurus, cloud specialists, and more, all working together to help our clients navigate the complex and ever-changing landscape of IT.

But what truly sets us apart is our people. We’re a close-knit team of professionals who are committed to doing the right thing for our clients and for each other. We value accountability, customer centricity, quality relationships, and nimbleness. Working at Logically isn’t just about a job – it’s about being part of a community of like-minded individuals who are dedicated to excellence in everything we do. We’re proud of the work we do, but we’re also committed to creating a fun, supportive work environment where everyone can thrive. If you’re looking for a challenging and rewarding career in the world of IT and cybersecurity, Logically is the place for you. Join our team of experts and help us make a difference for businesses.

Why Work for Us:

Be a part of a culture that is committed to “absolutely doing the right thing,” valuing the well-being of our colleagues and clients.

Join a team of ambitious and talented individuals, working with cutting-edge technology to drive innovation with purpose.

Enjoy a fun and engaging work environment, where we prioritize ensuring a good work-life balance.

We offer competitive wages and benefits, attracting and retaining the best staff for our clients.

Take advantage of opportunities for personal and professional development, empowering you to advance your career.

Job Summary:

The Managed Services Engineer II is a representative of the company that interacts daily with all levels of the customer’s workforce, from C-level to business and technical end-users. Working to efficiently close tickets with high level of accuracy, this role will perform a wide range of technical computing and information systems support, including installations, repairs, and preventative maintenance on desktops, laptops, servers, networking devices, and related software. The Managed Services Engineer II diagnoses mechanical, hardware, software, and system failures using established procedures.

Job Duties & Responsibilities:

Provide best in class customer service to Logically’s customer base

Adhere to company values while following best practices and operational procedures

Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately

Maintain up to 85% utilization to support key performance indicator attainment and Logically service level agreements

Drive for continuous CSAT scores to ensure consistent feedback from Logically’s customer base

Act as an escalation point for Managed Services Engineer I’s

Troubleshoot issues on a variety of information systems and network devices within complex customer environments

Update, manage and troubleshoot workstation device connectivity and printer issues

Work within Active Directory to create and terminate user accounts as part of onboarding/offboarding and reset passwords for related customer environments

Responsible for implementing appropriate IT procedures, configuring software, and implementing O365 administration functions across multiple platforms

Perform network troubleshooting, network traffic analysis and debugging

Manage Anti-Spam Policies and run virus scanning using Logically approved software

Work tickets based on SLA priority and expiration and update tickets daily

Support solutions such as email, storage, backups, monitoring and productivity suites

Account for time by function and by the customer in ConnectWise with a high level of accuracy to include notes detailing customer work status to ensure continuity of service

Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, plan, and execute the services

Participate in a regular after-hours on-call rotation schedule

Provide continuous updates and communication on assigned tickets to ensure customer’s have daily interaction and support

Qualifications:

College Degree not required

2-4 years of experience in a closely related position doing MSP technical support/troubleshooting is preferred but not required

Certifications preferred in one of the following; CompTIA A+, Network+, Security +, MSFT 365 Fundamentals (MS-900T01), MS 100: Microsoft 365 Identity and Services, Microsoft Certified Professional (MCP) MS AZ-104 - Azure Administrator Associate, Microsoft 365 Certified: Enterprise Administrator Expert

Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise and Remote Desktop Services preferred

Experience in LAN/WAN and basic network troubleshooting

Experience in workstation and laptop hardware support, including backup software configuration experience with common data protection applications

Experience with Anti-Virus configuration with more than one A/V solution

Experience with Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server) and Kaseya is a plus

Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment

Strong interpersonal skills, including verbal and written communication skills along with excellent listening skills

Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills

Business acumen; translating business requirements into related solutions

Flexible and able to remain calm in times of stress while managing multiple priorities at one time

Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations

Sound problem-solving technique with ability and persistence to generate options and select the best solution

Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders

Ability to communicate effectively with customers and various levels of management both verbally and in written form

Ability to manage multiple projects in a fast-paced environment

Team player mentality and willingness to share knowledge with others

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Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.