Summary Of Position
The
Managed Services Engineer
plays a pivotal role in Netrio’s Managed Services team, serving as a
senior technical expert and escalation point
for complex client issues across infrastructure, networks, and systems. This role ensures the stability, performance, and security of client environments while providing exceptional customer service and strategic IT guidance.Acting as both a technical leader and hands-on problem solver, the Engineer manages escalations, mentors junior staff, and collaborates closely with clients and internal teams to deliver reliable, scalable, and secure solutions. The ideal candidate brings deep technical expertise, a proactive mindset, and a passion for driving operational excellence across every layer of IT service delivery.
RESPONSIBILITIES Escalation & Advanced Support
- Serve as the final escalation point for complex technical issues unresolved by Tier 1 and Tier 2 teams.
- Diagnose and resolve advanced problems related to servers, networks, and mission-critical systems.
- Provide clear communication and timely updates to clients and stakeholders throughout incident resolution.
System Administration
- Manage and maintain client IT environments, including servers, virtualization platforms (VMware, Hyper-V), and cloud infrastructure (Azure, AWS).
- Ensure stability, security, and compliance across Windows Server environments (Active Directory, DNS, DHCP, Group Policy).
- Oversee patch management, system updates, and proactive infrastructure monitoring.
Network Management
- Configure and support routers, switches, firewalls, VPNs, and wireless solutions.
- Troubleshoot and optimize network performance, security, and connectivity.
- Collaborate with the cybersecurity team to ensure network hardening and resilience.
Security Management
- Implement and manage endpoint and network security solutions, including antivirus, intrusion detection, and vulnerability management tools.
- Conduct routine audits and enforce security policies across client systems.
- Contribute to incident response activities and post-incident reviews.
Automation, Documentation & Process Optimization
- Develop automation scripts and workflows to streamline processes and improve efficiency.
- Maintain accurate, up-to-date documentation for systems, configurations, and procedures.
- Identify opportunities to enhance service delivery through standardization and continuous improvement.
Mentorship & Collaboration
- Mentor Tier 1 and Tier 2 engineers, providing training, coaching, and performance feedback.
- Work cross-functionally with the Managed Services leadership, Project Management, and Cybersecurity teams to ensure consistent client success.
- Partner with vendors to troubleshoot complex issues and coordinate resolutions.
Skills & Qualifications
- Minimum 5+ years of experience in an IT support or engineering role, preferably within a Managed Services Provider (MSP) environment.
- Expert-level knowledge of Microsoft Windows Server (Active Directory, DNS, DHCP, Group Policy).
- Strong proficiency in virtualization platforms (VMware, Hyper-V) and cloud infrastructure (Azure, AWS).
- In-depth understanding of networking principles—including firewalls, VLANs, VPNs, and routing/switching.
- Experience with backup, disaster recovery, and business continuity solutions.
- Strong troubleshooting skills across hardware, software, and network layers.
- Excellent verbal and written communication skills, with the ability to engage clients professionally.
- Proven ability to manage multiple priorities in a dynamic, fast-paced environment.
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent hands-on experience).
- Ability to travel to client locations for on-site work.
Preferred Experience
- Experience with Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) platforms.
- Certifications such as MCSE, CCNP, VCP, or AWS Certified Solutions Architect.
- Familiarity with ITIL framework and best practices for managed service delivery.
- Demonstrated ability to automate tasks using scripting languages (PowerShell, Python, etc.).
- Proven success mentoring junior engineers and contributing to team development.
