Website winslowtg Winslow Technology Group

WTG is accelerating the growth of our new and unique co-managed technology services offering WTG NorthstarMS.  As an integral member of Winslow Technology Group, LLC (WTG), The Managed Services Engineer (MSE) will be part of the Northstar Manager Services (NsMS) team working closely with other Northstar Managed Service Engineers, Managed Service Manager and company SMEs to implement contractually agreed upon services to our NsMS customer base.  The MSE role is part of a fast-paced, dynamic team environment with exposure to various systems and delivery methodologies.  In this role, the MSE will have the opportunity to learn from other highly successful IT professionals, sharply honing her or his technical skills.  The MSE will have solid knowledge in area of technical operations.  The MSE will maintain ticket queue against quality guidelines, communicate the status with customers and escalate as needed within the engineering team.  Above all, understanding how the importance of Customer Success in the foundation of the delivery of successful Managed Services.

A Managed Services Engineer also contributes to the business by having:

  • A passion for positive customer outcomes and a sense of duty for serving customers
  • A strong desire to expand their technical skills, knowledge of IT solutions, and delivery experience
  • Ability to express empathy for internal and external situations
  • Contextual awareness and strong analytical/critical thinking skills
  • Flexibility and adaptability
  • Collaborative working relationships with sales to identify and develop opportunities
  • Entrepreneurial spirit

Required Skills:

Technically proficient in operational support for the following areas:

  • Microsoft infrastructure technology (AD, DNS, DHCP, HyperV, etc.)
  • VMware/vSphere
  • Microsoft 365 Office 365
  • Dell/HPE server
  • Storage (NAS/block concepts and troubleshooting)
  • General networking knowledge (L2/L3 concepts and troubleshooting)
  • Data protection
  • Demonstrated troubleshooting, problem-solving, and analytical skills
  • Excellent written and verbal communication and interpersonal skills
  • Ability to track time and accurately capture ticket/task notes
  • Ability to solve problems quickly
  • Ability to follow and document processes
  • Work collaboratively and in partnership with customers, colleagues, and multiple organizations.

Responsibilities:

  • Provide high quality, responsive, technical customer service via phone as first-level contact and a first/second-level escalation.
  • Create documentation for new processes including standard operation procedures (SOP), technical health checks or other operational needs where vendor documentation is not readily available.
  • Respond to service requests/tickets (Email, phone, etc.) in a timely manner, adhering to WTG’s SLOs and SLAs.
  • Ticket management responsibilities include change requests, integration, support/troubleshooting, upgrades.
  • Open and escalate support tickets with OEMs/vendors (Dell, VMware, HPE, Cisco, etc.)
  • Provide regular status summaries and reports to team lead and/or management as required.
  • Occasionally respond to after-hours requests, as needed (WTG has a compensatory time policy to compensate engineers for after-hours support).

Required Experience:

  • Experience in an operational environment with incident and service management.
  • Bachelor’s degree from an accredited institution in Computer Science, Information Technology or a related discipline, or equivalent relevant working experience and specialized training that is commensurate with the assignment.

Desired Training and Certifications:

  • Combination CompTIA A+ and CompTIA Network+ and CompTIA Server+
  • VMware Certified Technical Associate (VCTA)
  • Cisco Certified Technician (CCT)
  • Microsoft 365 Fundamentals
  • MCSA: Windows Server 2016 or greater
  • Datto Certified Advanced Technician

 

Position Type:  Full-Time/Regular

Travel Requirements:  Remote/work-from-home role, ideally in the Eastern Time Zone.  Must be US-based.  Occasional travel to New England is desired.  In-region travel may be necessary to support WTG Professional Services Project Services (in the case of an in-region install).

Work authorization:  United States (required)

Winslow Technology Group is an Equal Opportunity/Affirmative Action Employer.

To apply for this job email your details to mkozloski@winslowtg.com