Looking for a Managed Services Specialist to join our team. Is that you? You will join an existing team of dedicated, customer focused professionals that are responsible for managed services delivery to our customers on a day-to-day basis. You are capable of:
Working in a team in environment to provide five-star customer service to all managed services customers
Maintaining an optimistic, positive outlook that translates to excellent bedside manner in working with customers daily
Possess strong technical knowledge across a variety of common solutions and platforms in use by customers
Performing due diligence on customer environments during the assessment process prior to bringing customers on board
Understanding complex challenges and resolving them with strong analytical and problem-solving skills
Understanding the customers business, and ensure their support experience is commensurate with their needs
Understanding managed services tooling, our requirements, and recommendations on updates/changes to meet ours and our customers needs
Daily Responsibilities
Triage and Prioritize customer issues as necessary
Onboard customers to firms platform(s)
Uncover opportunities in customer accounts based on hardware, software, or other requirement(s) and inform the account team
Work with the account team to perform consultative, solutions-based design for both company and clients
Research, design, plan and coordinate infrastructure upgrades, enhancements, improvements and/or newly required service deployments
Research customer infrastructure setups, assess capability and provide recommendations for dealing with performance and capacity issues, hardware and software end of life and new requirements and present findings to customers via audit report
Research new products to upgrade / to design standardize Managed Services solution offerings
Participate in operational and business critical projects through the scoping, planning, execution, and implementation
Provide technical direction in customer monthly and quarterly business review meetings
Drive documentation standards and curate customer environment documentation to ensure accuracy and that it reflects up-to-date information
Qualifications:
The ideal candidate must be located in NY or NJ (preferably NJ) and possess:
Microsoft 365 Administrator Expert Certification Required - Applicants will NOT be considered without this certification
5+ years of hands-on experience in a mid-level role in a managed services organization or similar
Excellent organizational skills
Excellent communication skills (oral, written, presentation)
Broad understanding across all IT infrastructure
In depth understanding of Active Directory Infrastructure, DNS, DHCP, Windows Security, deployment services, Client and other Microsoft infrastructure services.
Solid understanding of Windows Server, VMware, Hyper-V, and Linux, and be able to analyze and troubleshoot complex problems.
Solid understanding of Office 365, including day to day management, migrations, and third party integration strategies
General understanding of Azure (IaaS, PaaS, etc.) and be able to analyze and troubleshoot problems
Solid understanding of LAN and WAN networking, switching routing and firewalls such as Aruba, Cisco, and Fortinet
Understanding of and experience managing SANs from companies such as HPE (Nimble, etc.)
Experience performing needs assessments, and making technical recommendations based on the discovered needs.
Knowledge of computer environmental facilities including power distribution, UPS systems, cabling and cable management systems, and security.
Ability to document solution components to an appropriate level of detail and data integrity
General understanding of mobile products and solutions
An understanding of IT security and standard IT audits