Job Description

The Managed Services team is responsible for providing post-sales support to Choice Solutions’ internal environment, Choice Cloud tenants, and Managed Services business customers who have managed services contracts/agreements. Services range from managing hardware to fully managed solutions encompassing any or all of the following technologies: physical and virtual backup systems management, cloud-hosted solutions, server architecture, VMware, Citrix VDI, Nutanix, etc.

Systems Engineers are assigned to the Core team, which is responsible for the management of the Core ticket queue and related service level objectives (SLO’s). Engineers are responsible for the overall system health of customer environments and for developing and managing the strategic planning of customer infrastructure lifecycles. This position involves critical duties and responsibilities that must continue to be performed during crisis situations and contingency operations, which may necessitate extended hours of work. This is a customer-focused, hands-on role in which the Systems Engineer will be expected to handle and resolve customer issues.

This is an on-site position in our Overland Park, KS office. Hybrid work is available following training, but employee must reside within the Kansas City metropolitan area.

Technical Responsibilities:

• Serve as subject matter expert for a prescribed list of managed services customers
• Lead customer cadence meetings on a regular schedule (i.e. biweekly, monthly, etc.)
• Build out, deploy, manage, and monitor various enterprise solutions to include patch management along with various RMM tool stacks
• Contribute to automation of infrastructure, utilizing tools such as Ansible and Terraform
• Complete tickets escalated to Core team to maintain zero violated SLO’s and/or due dates
• Administer, maintain, and upgrade backup solution(s) and customer infrastructure on a regular schedule
• Proactively assess impact of future releases and communicate release notifications to customers
• Create and maintain knowledge-based articles and all documents related to customer environments
• Implement, configure, test, and maintain operating systems, application software, and system management tools both internally and externally
• Responsible for contributing to the administration of IT Portal and overseeing of proper documentation
• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
• Maintain customer uptime, consistent backups, and redundancy strategies
• Partner with vendors and other IT personnel for problem resolution
• Provide Incident Response (IR) support when analysis confirms actionable incident
• Help customer organization and management of the business applications
• Review and approve change controls
• Other duties as assigned

Requirements:

• Minimum of three years of systems engineering experience with private/public cloud technology (VMware, Nutanix, Citrix, Azure, etc.)
• Demonstrated ability in developing and maintaining strong customer relationships
• Bachelor’s degree or equivalent relevant work experience
• Obtained one of the following certifications: Citrix Certified Associate – Virtualization (CCA-V), Nutanix Certified Professional – Multicloud Infrastructure (NCP-MCI), Azure Administrator Associate (AZ-104), Windows Server Hybrid Administrator Associate (AZ-800 & AZ-801), VMware Certified Professional (VCP), or able to attain one of the certifications listed within 90 days of accepting position
• Proven working experience installing, configuring, and troubleshooting virtual-based environments
• Experience with RMM tools such as ConnectWise Automate and PowerShell
• Proven ability to create and maintain documentation
• Enterprise level experience with strong focus around process and procedure aligned with ITIL v3 or v4 preferred
• Solid networking knowledge
• Must possess strong technical, quantitative, and analytical skills
• Ability to multi-task, handle multiple projects and assign appropriate prioritization of tasks

Managed Services Requirements & Expectations:

• Will be available via Slack, email, and phone to provide timely answers to team members, vendors, and customers
• Perform after-hours duties on an on-call rotation and as-needed basis
• Assist the team where needed by actively working on customer issues, handling calls, assisting other team members in issue resolutions, etc.
• Contribute to the ongoing development of the team by sharing knowledge, experience, and expertise with other team members.
• Interact with the service delivery team, professional services engineers, and account managers to provide our customers with the Choice Experience
• Must directly interact with various customers
• Ability to work within a team, both in-person and through virtual media outlets
• Capable of managing own workload with minimal supervision to meet tight deadlines
• Detail-oriented and process-driven to see tickets through to resolution and/or escalation

Choice Solutions Requirements & Expectations:

• Express a positive and confident, can-do attitude
• Dependable, adaptable, flexible, and a team player
• Personal dedication to training and development
• Excellent organizational and problem-solving skills
• Strong oral and written communications skills
• Professional appearance, attitude, and communication
• Timely delivery of required internal documents such as time sheets and expense reports
• Maintain confidentiality in all aspects of client, staff, and agency information
• Able to deal with challenges and issues in a professional and supportive manner