IT Solutions
Overview
Be among the first 25 applicants. Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. IT Solutions is a fast-growing Managed Service Provider providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us as we continue to innovate new ways to help businesses Experience Excellence. Job Summary
The 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. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service. Responsibilities
Manage service tickets assigned to your personal and team queue and respond in agreed-upon timeframe. Provide superior service to customers and clients with limited supervision consistently. Provide remote hardware/software support, documentation, support logs and other related information throughout triage process. Act as internal escalation point for other Technicians to engage for technical assistance or process guidance and provide guidance to teammates on operational processes, troubleshooting or customer service. Responsible for the management of network, datacenter, security, and voice technologies. This includes but is not limited to Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, NetApp and other technologies. Analyze and troubleshoot logs and track the nature and resolution of problems and can perform all levels of routing incident analysis. Use monitoring tools to investigate potential issues or respond to monitoring events (e.g., Kaseya VSA, ConnectWise Automate, LogicMonitor, Nagios). Assist in monitoring and maintaining network hardware and software; analyze and troubleshoot logs and track problem resolution levels. Interact with telecommunication, hardware and software vendors and operate on the customers’ behalf to drive resolution while providing regular progress updates to incident stakeholders. Collaborate with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution. Work with internal service and project coordinators who assign tickets to the Service Desk Team. Produce detailed service reports and communicate updates or changes internally and to clients. Participate in a week-long on-call rotation a few times per year. Travel onsite to client offices to provide services; days not spent traveling will be onsite at IT Solutions in Brentwood, TN or from home as appropriate. Knowledge, Skills, and Abilities
Confident and comfortable with client-facing activity. Strong oral and written communication skills. Ability to communicate effectively with internal team members, customers, clients, and stakeholders. Ability to stay organized and detail-oriented. Demonstrates a passion for solving problems and driving continuous improvement. Exceptional organizational skills and the ability to self-manage and multi-task in a fast-paced environment. Understanding of Microsoft 365 offerings and basic understanding of Active Directory. Ability to lift at least 50 pounds and climb ladders. Experience
Bachelor's Degree or equivalent experience in engineering, business, or IT-related field preferred. 2+ years as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center and security technologies. 3 years in a helpdesk role triaging issues and incidents by customers. Experience managing or troubleshooting Windows desktop and Windows Server versions (2012–Current). Experience managing or troubleshooting Office 365 Exchange Online and Microsoft Exchange (2013–Current). Experience with firewalls and remote access VPNs (e.g., Cisco AnyConnect, Meraki, SonicWall, Fortinet). Experience with a ticketing system such as ConnectWise Manage. Experience supporting virtual desktop environments (Multi-Server Remote Desktop Server farm with Secure Gateway preferred). Certificates, Licenses, Registrations
CompTIA A+, Microsoft Windows, Apple macOS certifications; Cisco certifications a plus. Compensation Package
IT Solutions offers a full benefits package including rich medical and prescription plans, dental & vision, paid holidays and flexible Paid Time Off, 401K/401K Roth with Safe Harbor matching, stock appreciation rights, company-paid life insurance and disability coverage, mental health support, financial wellness services, FSA/HSA options, company-paid training and exams, and performance-based bonuses. Equal Employment Opportunity
IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Seniority level
Mid-Senior level Employment type
Full-time Job function
Engineering and Information Technology Industries
IT Services and IT Consulting Note: Referrals increase your chances of interviewing. Location: Brentwood, TN. Other postings: Murfreesboro, Nashville, La Vergne. Salary ranges shown as examples and may vary by posting.
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Be among the first 25 applicants. Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. IT Solutions is a fast-growing Managed Service Provider providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us as we continue to innovate new ways to help businesses Experience Excellence. Job Summary
The 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. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service. Responsibilities
Manage service tickets assigned to your personal and team queue and respond in agreed-upon timeframe. Provide superior service to customers and clients with limited supervision consistently. Provide remote hardware/software support, documentation, support logs and other related information throughout triage process. Act as internal escalation point for other Technicians to engage for technical assistance or process guidance and provide guidance to teammates on operational processes, troubleshooting or customer service. Responsible for the management of network, datacenter, security, and voice technologies. This includes but is not limited to Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, NetApp and other technologies. Analyze and troubleshoot logs and track the nature and resolution of problems and can perform all levels of routing incident analysis. Use monitoring tools to investigate potential issues or respond to monitoring events (e.g., Kaseya VSA, ConnectWise Automate, LogicMonitor, Nagios). Assist in monitoring and maintaining network hardware and software; analyze and troubleshoot logs and track problem resolution levels. Interact with telecommunication, hardware and software vendors and operate on the customers’ behalf to drive resolution while providing regular progress updates to incident stakeholders. Collaborate with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution. Work with internal service and project coordinators who assign tickets to the Service Desk Team. Produce detailed service reports and communicate updates or changes internally and to clients. Participate in a week-long on-call rotation a few times per year. Travel onsite to client offices to provide services; days not spent traveling will be onsite at IT Solutions in Brentwood, TN or from home as appropriate. Knowledge, Skills, and Abilities
Confident and comfortable with client-facing activity. Strong oral and written communication skills. Ability to communicate effectively with internal team members, customers, clients, and stakeholders. Ability to stay organized and detail-oriented. Demonstrates a passion for solving problems and driving continuous improvement. Exceptional organizational skills and the ability to self-manage and multi-task in a fast-paced environment. Understanding of Microsoft 365 offerings and basic understanding of Active Directory. Ability to lift at least 50 pounds and climb ladders. Experience
Bachelor's Degree or equivalent experience in engineering, business, or IT-related field preferred. 2+ years as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center and security technologies. 3 years in a helpdesk role triaging issues and incidents by customers. Experience managing or troubleshooting Windows desktop and Windows Server versions (2012–Current). Experience managing or troubleshooting Office 365 Exchange Online and Microsoft Exchange (2013–Current). Experience with firewalls and remote access VPNs (e.g., Cisco AnyConnect, Meraki, SonicWall, Fortinet). Experience with a ticketing system such as ConnectWise Manage. Experience supporting virtual desktop environments (Multi-Server Remote Desktop Server farm with Secure Gateway preferred). Certificates, Licenses, Registrations
CompTIA A+, Microsoft Windows, Apple macOS certifications; Cisco certifications a plus. Compensation Package
IT Solutions offers a full benefits package including rich medical and prescription plans, dental & vision, paid holidays and flexible Paid Time Off, 401K/401K Roth with Safe Harbor matching, stock appreciation rights, company-paid life insurance and disability coverage, mental health support, financial wellness services, FSA/HSA options, company-paid training and exams, and performance-based bonuses. Equal Employment Opportunity
IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Seniority level
Mid-Senior level Employment type
Full-time Job function
Engineering and Information Technology Industries
IT Services and IT Consulting Note: Referrals increase your chances of interviewing. Location: Brentwood, TN. Other postings: Murfreesboro, Nashville, La Vergne. Salary ranges shown as examples and may vary by posting.
#J-18808-Ljbffr