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Job Summary:
Netrio is seeking a Managed Services Engineer who will serve as a senior technical expert and escalation point for complex client issues across infrastructure, networks, and systems. The role involves ensuring the stability, performance, and security of client environments while providing exceptional customer service and strategic IT guidance.
Responsibilities:
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
Qualifications:
Required:
• 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 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.
Company:
NETRIO is a Managed Services Provider supporting a wide variety of technology assets and services for small to medium sized organizations. Founded in 2003, the company is headquartered in Mckinney, USA, with a team of 201-500 employees. The company is currently Growth Stage.