Job Description

Are you looking for an exciting new opportunity? Join a full-service technology agency that builds and manages networks, software, and websites for small and medium-sized businesses. With 25 years of experience, the company has expanded to include digital marketing and film production, offering a comprehensive range of services from network updates and troubleshooting phone systems to website and mobile app development. Recognized as the 2020 Business of the Year by the Quad Cities Chamber of Commerce, the company is known for outstanding customer service, high-quality work, and unmatched reliability, making it not only a top IT choice for businesses but also an excellent place to work at.

They are searching for a Managed Services Engineer to join the team. Ready to take your expertise to the next level? Get in touch today!

Responsibilities:

• Deploy and support managed service solutions including endpoint protection, patching, system monitoring, secure remote access, and backup and disaster recovery.
• Investigate and resolve Tier 2 and Tier 3 technical issues related to managed services tools and platforms.
• Maintain service health and performance in alignment with defined SLAs.
• Assist in evaluating new service offerings and emerging technologies to expand or enhance the managed services portfolio.
• Collaborate with network engineers and cross-functional teams to resolve complex service incidents.
• Create and maintain documentation, including technical guides, runbooks, and internal knowledge base articles.
• Engage vendor support when necessary to escalate and resolve advanced issues, acting as a liaison between teams and external providers.
• Perform ongoing maintenance of managed services infrastructure, including software updates, license management, and server optimization.
• Deliver client support via phone, email, and ticketing system with professionalism and urgency.
• Investigate EDR/MDR security alerts, coordinating with internal teams and external vendors to ensure timely threat response, resolution, and reporting.
• Support vulnerability management efforts by identifying, tracking, and assisting in the remediation of security risks across managed environments.
• Participate in ongoing improvement of detection and response processes.
• Perform other related duties as assigned in support of service delivery excellence.

Skills/Must have:

• Strong analytical and troubleshooting skills to resolve technical issues efficiently.
• Clear and professional communication skills, both verbal and written.
• Ability to work collaboratively across technical teams and with clients.
• Proficient in producing documentation and knowledge base content.
• Strong organizational skills with attention to detail and process consistency.
• Bachelor’s degree in Computer Network Administration, Computer Science, or a related field.
• 1–3 years of experience in IT systems administration or support, ideally within a managed services or service provider environment.
• Familiarity with platforms like N-central, Veeam, SentinelOne, or similar tools is preferred but not required.

Benefits:

• PTO 
• Healthcare

Salary:

• Competitive salary based on experience and qualifications.

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