Managed Services Engineer I (Raleigh/Durham/Chapel Hill area)

A trusted partner for over 20 years, Logically, a Managed Security Services 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 will be a part of the onsite Staging & Builds team in our Raleigh, NC office. This role will be a representative of the company and will interact daily with all levels of the customer’s workforce, from C-level to business and technical end-users. Working to efficiently close tickets with a high level of accuracy, you will be a customer-focused technician that works in one of our regional offices full-time to setup client endpoints and work with our projects team to stage client infrastructure.  This is a full-time remote position; applicants must reside in the Raleigh–Durham–Chapel Hill (Triangle), North Carolina area.  In addition, some onsite client support may be required. 

Job Duties & Responsibilities: 

Manage the status of open tickets and complete technical and operational tasks to resolve issues and close tickets efficiently and correctly 

85% Utilization required 

Work tickets based on SLA priority and expiration and update tickets daily 

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 

Completion of any other ticket classifications in adherence with the ITIL system of Service Delivery (Type, Subtype, Item, as needed) 

Deliver outstanding customer service on-site and remotely to customers 

Communicate progress and advise customers on account status, and changes, make suggestions, serve as coach regarding products/services and through processes 

Communicate and strategize with POD members on high-priority problems, critical status changes, customer matters, call aging, and training 

Based on customer and company needs, work after hours and on weekends for scheduled projects and in emergency situations 

Configuration, deployment, and installation of end-user workstations and client computers.

Installation of hardware to desktops, laptops, and servers. Including ram, storage drive, and graphics upgrades.

Preparing and staging network devices (servers, switches, firewalls) for remote configuration

Create and Maintain client standard operating procedures for computer builds.

Qualifications: 

College Degree not required, on the job technical support experience preferred 

Minimum 1 year of experience in a closely related position doing MSP technical support/troubleshooting is preferred but not required 

Familiarity with Microsoft Exchange, SQL, Sharepoint, Windows Server, ConnectWise, and Remote Desktop Services preferred

Experience in LAN/WAN and basic network troubleshooting

Experience with Kaseya is a plus

Experience with Imaging Solutions is a plus (MDT, WDS, ETC)

Experience with Microsoft Active Directory and Azure AD

Understanding of Windows and Mac Operating systems, including but not limited to reinstallation of operating systems.

Microsoft Office Suite, Office 365, Azure, and Windows Operating Systems (Desktop and Server)

Basic PowerShell and or relevant Scripting Abilities are 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

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.

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