Managed Services Engineer 3

Uprise Partners

Position: Managed Services Engineer 3

Department: Managed Services

Reports To: Service Desk Manager

Location: Hybrid, working in New York City, NY

Who You Are:

An expert at resolving complex technical issues, you serve as a senior support resource for your team. Your deep understanding of technical concepts, and a sense of urgency, make you a critical asset in a fast-paced, dynamic environment. You continuously seek innovative ways to improve technology solutions and are passionate about your contributions to the company's growth.

Role Overview:

The Managed Services Engineer 3 is a senior role, handling complex technical issues from the Service Desk and interacting directly with customers to resolve their IT problems. This position requires advanced technical skills, excellent communication, and a proactive approach to problem-solving. You will also guide and mentor junior team members, ensuring high standards of service and operational excellence. Success is measured by your ability to resolve tickets timely, with high customer satisfaction, as well as supporting your team in the success of departmental goals.

What You Will Do:

• Serve as a frontline engineer resolving issues to ensure productivity.
• This role is mostly dedicated to one of Uprise’s NYC-based customers and will require at least 3 days per week onsite at the customer’s office in Midtown.
• Serve as an escalation point for complex Service Desk issues, providing expert troubleshooting support.
• Perform remote troubleshooting for workstations, networks, and servers to resolve intricate technical issues.
• Manage and support remote access solutions, including VPN, hardware/software, Terminal Services, and Microsoft Azure.
• Assist in hardware upgrades/replacements and Hosted Services Migrations such as Microsoft 365 (Exchange/SharePoint) and Microsoft Entra (AD/Intune).
• Provide functional direction to Tier 1 & Tier 2 team members, supervising their work and guiding them through complex tasks.
• Install, test, and configure new workstations, peripheral equipment, and software, ensuring high performance and efficiency.
• Participate in a weekly on-call rotation to support the team, ensuring availability for after-hours support and urgent client needs.
• Adhere to all Uprise standard operating procedures and policies.
• Other tasks as customer and business needs evolve.
• Constantly focus on delighting customers with prompt and effective solutions.

Required Skills and Qualifications:

• 5+ years of technical support experience in a Managed Services Provider setting.
• Demonstrated expert-level experience in server, desktop, storage, networking, and advanced IT concepts, and policies.
• Demonstrated analytical thinking skills and troubleshooting skills.
• Ability to prioritize based on issue criticality.
• Strong documentation skills for both users and internal staff.

Technical Skills:

• Expert Skills in:
• Windows Desktop and Windows Server 2016+
• Server Hardware configuration (SAN, iDRAC, ILO, RAID)
• WAN/LAN networking, including routing, switching, security, and load balancing
• Networking protocols: TCP/IP, VPN, IPSEC, VoIP, and QoS
• Virtualization platforms
• Storage solutions
• Microsoft 365, Google Workspace, and Remote Desktop Services
• Entra (Azure)
• Conditional Access / DLP /Intune
• DNS/DHCP
• Documentation practices
• Process compliance
• Competent Skills in:
• PowerShell and/or Scripting/Automation
• OSX troubleshooting
• Android / iOS administration and troubleshooting
• VoIP Systems

Soft Skills:

• Strong customer service orientation with a patient and empathetic approach to resolving user issues.
• Being a self-starter and analytical and critical thinker.
• Strong decision-making skills based on issue priorities.
• Mentorship of junior staff, training exercises.
• Time and task management.
• Staying in tune with industry trends, tools and the security landscape.
• Understanding and solving technical issues with little guidance.
• Strong organizational skills, proactive problem solving, and priority setting.
• Strong inter personal skills, including strong verbal, written communication skills, and excellent listening skills.
• Articulating advanced technical scenarios, in common terms, to customers.
• Adapting to changing priorities and special projects.
• Attention to detail.
• Exhibiting a sense of urgency to customers/peers.
• Positive attitude and a proactive approach to problem-solving.

Physical Requirements:

• Lifting: Ability to occasionally lift up to 25 pounds for tasks such as moving equipment, setting up workstations, or handling hardware components.
• Computer Work and Visual Acuity: Comfort with focusing on screens and monitors for extended periods of time for troubleshooting, configuration, and monitoring tasks, with strong visual acuity to discern fine details on screens and equipment, crucial for troubleshooting and configuring complex systems.
• Mobility and Stamina: Ability to move around office or client sites as needed, including bending, kneeling, and reaching to access equipment or perform installations.
• Manual Dexterity: Occasional need for manual dexterity, including tasks such as assembling hardware, connecting cables, and performing detailed configurations.

Nice to Have:

• Certifications in Microsoft, Cisco, or security (e.g., MD-102, SC-300, AZ-104, CCNA, Security+, and Server+).
• Experience with project coordination and MSP related tools.
• Microsoft 365 / Entra (Azure) certifications.
• CCNP / CISSP certifications.
• Project coordination skills.
• MSP related tools experience (PSA, RMM, MDM, Net Monitoring, etc.).
• BASH, VBScript, and/or Python competency.

Pay: $70,000.00 - $105,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in New York, NY 10014