Job Posting for Managed Services Specialist II at Vaco Technology
Job Details
We're seeking an exceptionally talented Level II MSP Engineer to join our client's team. This position plays a crucial role in providing top-tier technical support and guidance to both internal teams and clients, ensuring the smooth operation and enhancement of customer IT systems.
The ideal candidate will be proficient with industry-standard MSP tools such as Autotask, VSA, IT Glue, Auvik, LogicMonitor, or similar, and have a passion for driving development efforts
within the technology stack. As a key contributor to early growth, this position offers significant career advancement opportunities for those committed to excellence and innovation.
Key Responsibilities:
Provide advanced technical support to clients, resolving complex IT issues and incidents.
Take ownership of escalated technical issues, prioritize them, and ensure timely resolution according to service level agreements (SLAs).
Diagnose and troubleshoot hardware, software, network, and infrastructure problems, both remotely and on-site if necessary.
Resolve escalated technical issues that couldn't be resolved by Level 1 or 1.5 support engineers, ensuring timely resolution within agreed-upon SLAs.
Maintain effective communication with clients, keeping them informed about the status of their support requests and providing guidance on issue resolution.
Maintain accurate records of support requests, troubleshooting steps, and resolutions. Create and update documentation for known issues and solutions.
Implement and maintain monitoring solutions to detect and address potential issues before they become critical.
Assist in planning and executing technology upgrades and migrations for clients.
Confidently troubleshoot Tier 1-Tier 2 issues, including Windows Server, Active Directory, Active Sync, LAN/WAN, MS Exchange, O365 (Teams, SharePoint, Azure, Auto Pilot, Intune, etc.), VMware, Azure, MDM, Disaster Recovery, Veeam, DNS, multifactor authentication, switches, routers, layered switches, corporate firewalls, server apps, WAP, and database maintenance.
Communicate with clients using clear and concise communication to facilitate ticket status updates and product availabilities.
Demonstrate a sense of urgency while acting in a professional, calm manner and managing appropriate and realistic expectations to ensure overall client satisfaction.
Use critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply the most effective resolution methodology.
Assist with the planning and implementation of IT projects, such as network upgrades, migrations, and deployments, ensuring successful execution and client satisfaction.
Support development efforts of MSP/NOC tool stack to improve workflow, visibility, and reporting while assisting with integrations and development of a differentiated tool set.
Required Skills & Abilities:
4 years of IT experience in managed services, help desk, service desk, desktop support, system administrator, or network administrator positions.
Experience with systems integrations using tools such as Autotask, Kaseya VSA, IT Glue, Auvik, LogicMonitor, etc.
Familiarity with APIs, webhooks, and other integration protocols for tool advancement.
Ability to work on multiple priorities and/or projects simultaneously.
Ability to build positive and collaborative relationships.
Ability to work independently, prioritize tasks, honor rules of engagement, and follow policies, processes, and procedures.
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