Managed Services Engineer

Managed Services Engineer Overview

• The Managed Services Engineer role focuses on solving network and security issues for SMB, commercial, and enterprise clients.
• This position involves hands-on problem-solving, incident escalation, and root cause analysis for challenging technical issues.
• Engineers are empowered to own incidents end-to-end, ensuring resolution and thorough documentation.
• Exposure to diverse network and security technologies provides continuous learning opportunities.
• The role includes mentoring newer engineers and contributing to a collaborative team environment.
• Candidates will work remotely but must be local to Long Island/NYC for occasional client visits.
• The position offers a dynamic environment with varied challenges and opportunities for professional growth.
• Ideal for individuals with strong NOC/SOC experience and a passion for continuous improvement.

Managed Services Engineer Key Responsibilities & Duties

• Monitor, update, and resolve incident and change request tickets for managed services clients.
• Troubleshoot customer incidents via phone, remote access tools, and on-site support as needed.
• Maintain consistent communication with customers throughout the incident lifecycle.
• Document customer interactions thoroughly, capturing updates, next steps, and resolution details.
• Proactively identify and address performance issues using remote monitoring systems.
• Lead root cause analysis and resolution efforts for escalated issues independently.
• Contribute to the operational knowledge base and team resources.
• Pursue ongoing training and certifications relevant to networking and security technologies.

Managed Services Engineer Job Requirements

• Bachelor's degree in engineering or a related technical discipline is required.
• Minimum of 2 years of experience in a technical support role within a NOC/SOC or Service Desk environment.
• Solid understanding of network and application protocols such as IP, TCP, UDP, FTP, HTTP, DNS, and routing.
• Experience troubleshooting networking and security infrastructure, including routers, switches, and firewalls.
• Proficiency in wireless infrastructure troubleshooting, including access points and controllers.
• Familiarity with traffic management and application security infrastructure.
• Manufacturer certifications such as Palo Alto, Aruba, Cisco, Juniper, or F5 are preferred.
• Strong interpersonal, written, and verbal communication skills are essential.
• Self-motivated with the ability to diagnose and resolve issues efficiently with minimal supervision.