Managed Services Engineer

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services.

 

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours. 

Job SummaryThe Managed Services Engineer – M365 is responsible for supporting, configuring, and optimizing Microsoft Office 365 environments within SHI’s managed services. This role ensures secure and efficient system performance, resolves technical issues, and collaborates with both internal and external stakeholders, including Service Desk Analysts and Account Managers. Key duties include managing incidents, maintaining documentation, developing knowledge base articles, and proactively communicating with users.
The engineer is expected to demonstrate a customer-focused, adaptable mindset and stay current on industry trends.

Role Description

• Build, implement, and support a wide range of technical solutions for internal and customer purposes.

• Manage and configure diverse platform infrastructures, applications, and collaboration tools.

• Lead IT and service improvement projects, collaborating with internal and external stakeholders.

• Serve as a technical escalation point, assisting with complex troubleshooting and vendor coordination.

• Provide excellent customer service, engaging with customers on updates, incident responses, and needs assessment.

• Monitor, diagnose, and optimize system performance, standardizing processes with SOPs.

• Stay updated on industry trends and emerging technologies to enhance personal and professional growth.

• Mentor and train lower-tier engineering and service desk employees.

• Document work and contribute to a global knowledge base, ensuring effective incident management.

• Design and validate technical solutions, supporting network and infrastructure development.

• Extensive operational experience supporting Citrix environments (e.g., installation, configuration, maintenance, and troubleshooting of Citrix XenApp/XenDesktop/Virtual Apps and Desktops).

Behaviors and Competencies

• Collaboration: Can proactively seek out diverse perspectives, facilitate open communication among team members, and drive toward consensus and action.

• Initiative: Can proactively seek out challenges, initiate projects, and contribute to innovative ideas.

• Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.

• Customer Service: Can proactively seek out customer feedback, empathize with customers, and tailor solutions to their unique needs.

• Technical Troubleshooting: Can proactively seek out potential technical problems, initiate preventive measures, and contribute to innovative solutions.

• Time Management: Can consistently use time effectively, balance multiple tasks, and meet deadlines.

• Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.

• Willingness to Learn: Can regularly integrate new skills and knowledge into daily work and is open to feedback and making changes accordingly.

• Self-Development: Can actively seek feedback and use it constructively for personal growth.

Skill Level Requirements

• Proficient in utilizing video conferencing platforms, hosting virtual meetings, managing participant interactions, and troubleshooting common technical issues - Intermediate

• Ability to utilize version control systems such as Git and Azure DevOps effectively - Intermediate

• Ability to create clear and effective technical documentation - Intermediate

• Proficiency in implementing and managing DevOps practices, including continuous integration, continuous delivery, infrastructure as code, and monitoring to enhance the collaboration between development and operations teams - Intermediate

• Proficiency in configuring and managing Windows Server and Linux operating systems using terminal and Azure CLI - Intermediate

• The expertise in leveraging cloud-based platforms and services to build, deploy, and manage applications and data on the internet - Intermediate

• Competence in managing and maintaining Active Directory, Azure, VMware, and Windows Server platforms - Intermediate

Other Requirements

• Completed Bachelor’s Degree or relevant work experience required

• 3-5 years of experience in a similar role

• 3-5 years of experience working with Azure core services such as Azure Compute, Storage, Network, and Security

• Ability to travel 10%

• Ability to work flexible hours and holidays

• Willingness to obtain the following certifications within first year of SHI employment: Meraki ECMS 2, ITIL Foundations v4

The base salary range for this position is $70,000 - $110,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $85,000 - $140,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.   

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status