Associate Engineer, Managed Services - Remote

Overview

The Associate Engineer, Managed Services is part of the Managed Services team responsible for supporting multiple clients and handling inbound and escalated inquiries on the Service Desk. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues.

In Short

• Manage service tickets assigned to personal and team queue.
• Provide superior service to customers with limited supervision.
• Remote hardware/software support and documentation.
• Act as internal escalation point for technical assistance.
• Manage network, datacenter, security, and voice technologies.
• Analyze and troubleshoot logs and incidents.
• Use monitoring tools to investigate potential issues.
• Interact with vendors to drive resolution of issues.
• Produce detailed service reports and communicate updates.
• Participate in on-call rotation and travel to client offices.

Requirements

• Strong oral and written communication skills.
• Effective time management and multi-tasking skills.
• Detail-oriented and organized.
• Passion for solving problems and continuous improvement.
• Understanding of Microsoft 365 and Active Directory.
• 1 year experience as a Network Administrator.
• 2+ years as a level 1 helpdesk technician.
• Experience with Windows desktop and Server versions.
• Experience with firewalls and remote access VPNs.
• Experience with ticketing systems like ConnectWise Manage.

Benefits

• Rich Medical and prescription plans.
• Dental & Vision coverage.
• Paid Holidays and Flexible Paid Time Off.
• 401K with Safe Harbor matching.
• Stock Appreciation Rights.
• Company-paid life and disability insurance.
• Mental health support and financial wellness services.
• FSA for medical and dependent care.
• HSA option with compatible medical plan.
• Company-paid training and performance-based bonuses.