Managed Services EngineerJob ResponsibilitiesActively monitor the performance of the hosting platform.Respond to alert/incident tickets and work through investigation/mitigation process to successfully resolve the situation while meeting or exceeding all service level and customer satisfaction objectives.Follow standard departmental operating procedures, including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.Individually contribute to the team’s meeting or exceeding their service KPIs.Complete assigned training and adhere to compliance requirements.Contribute with feedback to improve existing KB articles, faqs, and documentation.Demonstrate flexibility to work any shift, including weekends and be on call outside of standard business hours.Knowledge and ExperienceEnglish language proficiency (C1 at least).Minimum 2+ years operational experience in the following areas:Fast-paced, high transaction NOC, Data Center, or Managed Hosting environmentMicrosoft Azure ServicesSupporting web-based applicationsSystems Administration experience with Windows Server, SQL Server, IIS, and/or Cluster ServicesVirtualization Software and ServicesApplication and Data SecurityAmazon Web Services (AWS)CDN servicesLoad Balancing technologiesFirewall technologiesITIL foundation training and certification preferred.Must possess a sense of urgency and passion for customer service.Strong written and verbal communications skills.Superb troubleshooting and analytical skills.Must demonstrate the ability to address problems quickly.Ability to work independently with minimal supervision while focused on delivering results set forth by management.Excellent organizational skills.Ability to handle and prioritize multiple tasks while maintaining attention to detail.Flexibility to occasionally work outside regular business hours, including weekends.
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