Come and Join Us

Summary

As an IT Engineer, you will be instrumental in managing and optimizing our network infrastructure to ensure seamless connectivity and security. Reporting to the BSD Manager, you will leverage your core skills in computer networking, routing protocols, and operating systems to maintain efficient IT operations. Your premium expertise in WAN, Cisco technologies, and data center experience will enhance our IT infrastructure. Additionally, your relevant skills in cloud security, system administration, and VPN will support our commitment to robust and secure network solutions. Join us to drive innovation and excellence in our IT services.

Responsibilities:

• 5+ Years Working with clients to resolve complex technical issues, acting as a point of escalation for lower-tier support.
• Managed and lead IT project migrations
• Monitor active alerts and proactively troubleshoot client networks to ensure optimal performance.
• Communicate daily with clients to address active alerts, provide detailed troubleshooting steps, and ensure customer satisfaction.
• Onboard and manage client devices, ensuring seamless integration into existing networks.
• Perform hands-on interaction with network, systems, cloud, and other IT infrastructure components.
• Be available for after-hours work for tasks such as firmware updates, migrations, and critical troubleshooting.

Required Qualifications:

• Strong general IT experience with a focus on designing and implementing innovative solutions.
• Familiarity working within RMM platforms such as N-able, ConnectWise, Kaseya or similar.
• Expertise in troubleshooting complex network issues and providing critical thinking to resolve them effectively.
• Understanding of network protocols including TCP/IP, DNS, DHCP, and VPN.
• Experience with POS systems is desired.
• Strong interpersonal and communication skills with professional phone etiquette.
• Commitment to ongoing learning and career development.
• Clean Background Check and Drug screening due to Federal Contracts

Helpful Qualifications:

• Industry certifications such as CCNA, CCNP, or equivalent.
• Experience in client-facing technical roles and consulting services.
• Familiarity with cloud-based and hybrid systems.

Click Here to Apply

As the Business Services Manager, you will play a crucial role in the efficiency of our Managed Services operations. You will be responsible for handling client communications, coordinating service schedules, and ensuring that support tickets are properly managed. Additionally, you will oversee weekly report analysis to track engineering team utilization and service performance. This role requires strong organizational skills, attention to detail, and the ability to manage multiple priorities effectively.

Key Responsibilities

• Act as the primary point of contact for Managed Services customers, responding to phone calls and emails in a timely and professional manner.
• Schedule and coordinate service appointments, ensuring efficient use of engineering resources.
• Manage service tickets, verify ticket statuses, and ensure proper follow-ups are conducted.
• Analyze weekly engineering utilization reports and provide insights to optimize resource allocation.
• Assist with client account management, ensuring that service agreements and SLAs are being met.
• Collaborate with the technical team to track and escalate critical issues when necessary.
• Maintain accurate documentation and records of client interactions, service requests, and operational processes.
• Support internal process improvements to enhance customer satisfaction and operational efficiency.
• Team Development and Performance Management: Conduct regular one-on-one meetings with technicians. Provide personalized coaching and performance evaluations. Use metrics and customer satisfaction scores to identify areas for improvement.
• Manage team Performance Metrics and KPIs

Qualifications & Skills

Experience: 2+ years in a business operations, service coordination, or administrative role (preferably in an IT or Managed Services environment).

Technical Proficiency: Familiarity with Networks, Firewalls, PC, and Mac, ticketing systems, IT service management (ITSM) tools, and Microsoft Office Suite (Excel, Word, Outlook).

Communication: Excellent verbal and written communication skills with a customer-first mindset.

Organization & Multitasking: Strong ability to manage multiple tasks, prioritize effectively, and ensure timely follow-ups.

Problem-Solving: Ability to troubleshoot and coordinate solutions efficiently with clients and the internal team.

Detail-Oriented: Strong attention to detail, particularly in tracking ticket statuses, service requests, and reporting.

Team Player: Ability to collaborate with technical teams and support staff to ensure seamless service delivery. Click Here to Apply