Managed Services Engineer I - Remote

A trusted partner for over 20 years, Logically, a Managed Security Solutions Provider (MSSP), offers cyber-first solutions and services that infuse security across technology infrastructures to reduce risk and empower teams to focus on their business, not the technology behind their business. At Logically, we’re passionate about empowering businesses to succeed in a world where technology and cybersecurity are constantly evolving. Our team of subject matter experts includes cybersecurity professionals, service delivery gurus, cloud specialists, and more, all working together to help our clients navigate the complex and ever-changing landscape of IT.

But what truly sets us apart is our people. We’re a close-knit team of professionals who are committed to doing the right thing for our clients and for each other. We value accountability, customer centricity, quality relationships, and nimbleness. Working at Logically isn’t just about a job – it’s about being part of a community of like-minded individuals who are dedicated to excellence in everything we do. We’re proud of the work we do, but we’re also committed to creating a fun, supportive work environment where everyone can thrive. If you’re looking for a challenging and rewarding career in the world of IT and cybersecurity, Logically is the place for you. Join our team of experts and help us make a difference for businesses.

Why Work for Us: 

• Be a part of a culture that is committed to “absolutely doing the right thing,” valuing the well-being of our colleagues and clients.
• Join a team of ambitious and talented individuals, working with cutting-edge technology to drive innovation with purpose.
• Enjoy a fun and engaging work environment, where we prioritize ensuring a good work-life balance.
• We offer competitive wages and benefits, attracting and retaining the best staff for our clients.
• Take advantage of opportunities for personal and professional development, empowering you to advance your career.
  

Job Summary:

The Managed Services Engineer I works as a member of a collaborative national support team that provides technical support to the clients of Logically. The Managed Services Engineer I will be expected to work on a variety of infrastructure environments which may include but are not limited to Windows Servers (Physical/Virtual), Windows Workstations, Switches, Firewalls, Access points, Data Storage Systems. In addition to this you will work with both Logically clients and vendors to resolve customer issues and requests in a timely manner. **This role works 12-hour shifts (7AM ET - 7PM ET) 3 days one week, 4 days the next week.

Job Duties & Responsibilities: 

• Provide best in class customer service to Logically’s customer base  
• Adhere to company values while following best practices and operational procedures   
• Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately  
• Maintain up to 85% utilization to support key performance indicator attainment and Logically service level agreements  
• Drive for continuous CSAT scores to ensure consistent feedback from Logically’s customer base  
• Participate in Logically’s call queue by answering inbound client call, creating, triaging, and resolving customer tickets  
• Troubleshoot issues on a variety of information systems and network devices within complex customer environments  
• Update, manage and troubleshoot workstation device connectivity and printer issues  
• Work within Active Directory to create and terminate user accounts as part of onboarding/offboarding and reset passwords for related customer environments  
• Support appropriate IT procedures, configuring software, and implementing O365 administration functions across multiple platforms  
• Perform network troubleshooting, network traffic analysis and debugging 
• Manage Anti-Spam Policies and run virus scanning using Logically approved software  
• Work tickets based on SLA priority and expiration and update tickets daily 
• Support solutions such as email, storage, backups, monitoring and productivity suites  
• Account for time by function and by the customer in ConnectWise with a high level of accuracy to include notes detailing customer work status to ensure continuity of service 
• Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, plan, and execute the services 
• Participate in a regular after-hours on-call rotation schedule 
• Provide continuous updates and communication on assigned tickets to ensure customer’s have daily interaction and support 

Qualifications:

• College Degree not required 
• Minimum 1 year of experience in a closely related position doing MSP technical support/troubleshooting is preferred but not required  
• Certifications preferred in one of the following; CompTIA A+, Network+, Security +, MSFT 365 Fundamentals (MS-900T01), MS 100: Microsoft 365 Identity and Services, Microsoft Certified Professional (MCP) 
• Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise and Remote Desktop Services preferred 
• Experience in LAN/WAN and basic network troubleshooting 
• Minimum 1 year of experience with Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server)  
• Experience with ConnectWise Manage, ITGlue and Kaseya is a plus 
• Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment. 
• Strong interpersonal skills, including verbal and written communication skills along with excellent listening skills. 
• Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills  
• Business acumen; translating business requirements into related solutions  
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time  
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations  
• Sound problem-solving technique with ability and persistence to generate options and select the best solution  
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders  
• Ability to communicate effectively with customers and various levels of management both verbally and in written form  
• Ability to manage multiple projects in a fast-paced environment  
• Team player mentality and willingness to share knowledge with others 

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Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.