Managed Services Engineer I (Pacific Time hours)
WFA Digital Insight
The demand for skilled managed services engineers has skyrocketed, with a 25% increase in job postings over the past year. As companies navigate complex technology landscapes, professionals with expertise in infrastructure management and cybersecurity are in high demand. Logically, a pioneer in cyber-first solutions, is seeking a talented engineer to join their team. With the remote work landscape continuing to evolve, this role offers a unique opportunity to work with a collaborative national support team and make a real impact on organizations' risk management and resilience. Before applying, candidates should be prepared to showcase their technical expertise and experience working with a range of infrastructure environments.
Job Description
About the Role
The Managed Services Engineer I role at Logically is a dynamic and challenging position that requires a unique blend of technical expertise and collaborative spirit. As a member of a national support team, you will work closely with clients and vendors to resolve technical issues and provide top-notch customer service. With a focus on cyber-first solutions, Logically is committed to delivering exceptional results and making a meaningful impact on the organizations they serve.The day-to-day responsibilities of this role will involve managing the status of open tickets, completing technical and operational tasks, and working with both Logically clients and vendors to resolve customer issues in a timely manner. You will be expected to work efficiently and effectively, with a high level of accuracy and attention to detail. As a key member of the support team, you will also be responsible for communicating progress and advising customers on account status, changes, and suggestions for improvement.
Logically's approach to managed services is built around a cyber-first design, embedding protection into every layer of their operations. By combining AI-assisted monitoring with human-led expertise, they deliver faster insight, smarter decisions, and more effective outcomes without the complexity of siloed tools. As a Managed Services Engineer I, you will be at the forefront of this approach, working to simplify complexity, reduce risk, and improve resilience for Logically's clients.
What You Will Do
- Manage the status of open tickets and complete technical and operational tasks to resolve issues and close tickets efficiently and correctly
- Work tickets based on SLA priority and expiration and update tickets daily
- Account for time by function and by customer in ConnectWise with a high level of accuracy
- Complete any other ticket classifications in adherence with the ITIL system of Service Delivery
- Deliver outstanding customer service on-site and remotely to customers
- Communicate progress and advise customers on account status, changes, and suggestions for improvement
- Configure, deploy, and install end-user workstations and client computers
- Install hardware to desktops, laptops, and servers, including RAM, storage drive, and graphics upgrades
- Prepare and stage network devices for remote configuration
- Create and maintain client standard operating procedures for computer builds
What We Are Looking For
- Minimum 1 year of experience in a closely related position doing MSP technical support/troubleshooting
- Familiarity with Microsoft Exchange, SQL, SharePoint, Windows Server, ConnectWise, and Remote Desktop Services
- Experience in LAN/WAN and basic network troubleshooting
- Strong problem-solving skills and attention to detail
- Excellent communication and customer service skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
- College degree not required, but on-the-job technical support experience is preferred
Nice to Have
- Experience working with AI-assisted monitoring tools
- Knowledge of cybersecurity best practices and protocols
- Familiarity with ITIL system of Service Delivery
- Certification in a relevant technical field
Benefits and Perks
- Competitive compensation and benefits package
- Opportunities for professional development and advancement
- Collaborative, growth-oriented work environment
- Flexible work hours and remote work options
- Access to cutting-edge technology and tools
- Recognition and reward for outstanding performance
- Comprehensive health and wellness programs
- Generous PTO and holiday schedule
How to Stand Out
- Tip: Highlight your experience working with infrastructure environments, including Windows Servers and Windows Workstations, to stand out as a candidate.
- Showcasing your problem-solving skills and ability to work in a fast-paced environment will be key in the interview process.
- Be prepared to discuss your experience with cybersecurity best practices and protocols, as well as your familiarity with ITIL system of Service Delivery.
- Having a certification in a relevant technical field, such as CompTIA or Cisco, can be a major advantage in the application process.
- When negotiating salary, be sure to research the market rate for managed services engineers in your area and be prepared to discuss your expectations.
- Red flag: Be wary of companies that do not provide clear information about their Expectations or culture - it may be a sign of a poorly managed work environment.
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