Centralized Services Engineer (International)

Job Summary

The Centralized Services Engineer plays a pivotal role within ITS by ensuring seamless operation, optimization, and advancement of both internal and client-facing IT environments. This position requires a highly skilled professional with expertise in infrastructure architecture, cloud systems, MSP tools, and automation. The successful candidate will act as a critical escalation point for the internal helpdesk team while driving innovation through scripting, automation, and tool integrations. Additionally, this role includes responsibilities related to backup infrastructure architecture, deployment, verification, and remediation escalation, specifically utilizing Veeam as the backup solution.

Job Responsibilities

Escalation and Support

• Serve as the escalation point for complex issues unresolved by the internal helpdesk team.
• Act as an escalation point for backup remediation, ensuring critical data recovery and system integrity.

Onboarding and Offboarding

• Oversee internal user onboarding and offboarding processes to ensure a seamless experience.
• Manage client onboarding and offboarding, ensuring all systems, accounts, and configurations are properly set up or decommissioned.

Infrastructure Architecture and Maintenance

• Design, implement, maintain, and troubleshoot datacenter and cloud infrastructure, focusing on Windows and Azure environments.
• Develop and maintain backup infrastructure architecture using Veeam to ensure reliable data protection and recovery.

Backup Management

• Design, deploy, and maintain Veeam backup solutions for internal and client environments.
• Perform regular backup verification with Veeam to ensure integrity and recoverability of data.
• Escalate and remediate backup failures, ensuring minimal downtime and data loss.
• Optimize Veeam backup policies and strategies for efficiency, compliance, and security.

RMM (Remote Monitoring and Management)

• Maintain and troubleshoot the ConnectWise Automate platform.
• Develop and optimize RMM scripts and automation workflows to improve efficiency and reduce manual tasks.

MDM (Mobile Device Management)

• Maintain and troubleshoot Addigy and Intune platforms.
• Create and manage MDM scripting and automation solutions to streamline mobile device management.

PSA (Professional Services Automation)

• Maintain and troubleshoot ConnectWise Manage to ensure smooth operation of service delivery workflows.

Tool Integration and Management

• Conduct proof-of-concept evaluations for new MSP tools.
• Integrate tools within the MSP environment to enhance operational efficiency.

Patching Management

• Architect and maintain Windows and third-party patching processes to ensure compliance and security.

Documentation

• Create and maintain comprehensive documentation for infrastructure, tools, and processes.
• Document Veeam backup configurations, verification processes, and remediation procedures.

Job Qualifications

Education and Experience

• Relevant Microsoft certifications
• Networking certifications advantageous
• 3+ years of experience in a similar role within an MSP environment

Technical Skills

• Expertise in Windows Server, Azure infrastructure, and cloud technologies.
• Proficiency with RMM tools (ConnectWise Automate) and PSA platforms (ConnectWise Manage).
• Strong scripting skills in PowerShell or similar languages.
• Experience with MDM platforms (Addigy, Intune).
• Familiarity with MSP tools and their integrations.
• Experience with database platforms (MSSQL, MySQL).
• Adept at networking (Cisco, HPE, Dell, SonicWall, FortiGate).
• Strong understanding of backup infrastructure architecture, deployment, and verification using Veeam.
• Experience with Veeam backup solutions and troubleshooting backup failures.

Soft Skills

• Strong problem-solving and troubleshooting abilities.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Detail-oriented with a focus on process improvement.
• Skilled in documentation.

Job Requirements

A home office set up that meets the following:

• Computer: A working computer with a minimum of 8GB RAM and one of the following:
  • Windows 11 with an Intel i5 or i7 (8th generation or newer), or
  • AMD Ryzen 5 or 7 (2000 series or newer), or
  • macOS 12 or newer.
• Internet: Stable internet connection with at least 25 Mbps download and upload speeds.
• Audio Equipment: A quality headset with a noise-cancellation feature for meetings.
• Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.
• Webcam: An HD webcam for video calls.
• 2nd Monitor
• UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)
• A very strong cultural fit the ITS way (Our core values will be discussed during the interview)
• Excellent command of the English language both spoken and written
• Able to work full time 40 hours a week - 8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday.
• Able to pass our online behavior and cognitive assessments.
• Preferably have at least 2 of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.
• Able to provide NBI Clearance (for PH applicants).

Compensation

Pay rate starts at $14.00/hr and may vary by experience and location.

Benefits

• Comprehensive Health Plans / HMO (Employee & Dependent/s)
• Life Insurance
• Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
• Paid Time Off (starts at 15 days per year)
• Maternity/Paternity Leave
• Paid US Holiday
• Night Shift Bonus
• Salary Advancement/Loan
• Health & Wellness Program
• Company-paid training and certification

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