MSP IT Systems Engineer III (Managed Services

Location: Centennial, CO
Job Type: Full-Time On-site

Salary: $90,000 to $125,000 per year DOE

MSP IT Systems Engineer III

Don't settle for a job. Continue your career! TrinWare has been in business since 2004. We have an opening in our Managed Services NOC for an MSP IT Systems Engineer III!

Why pick TrinWare?

• Excellent benefits, including insurance cost share.
• Like minded computer enthusiasts that have over 250+ years of combined experience under one roof.
• A professional environment that is centered around learning and growth.
• Established customer base.
• Large current expansion of current business with large growth planned throughout the next 3-5 years.

About Us

TrinWare, a 20-year-old Centennial Colorado based Managed Services provider, IT Outsourcing Company and custom computer production manufacturer is looking for their newest member to join our team. Our continued growth and diverse expansions in the MSP and IT Outsourcing marketplace require the addition of a ConnectWise Integration Specialist. This position works an 8-hour shift between 7:00 AM and 6:00 PM.

Do you have a passion for technology? Do you enjoy a fast-paced work environment? Is multi-tasking something you thrive on? Do you have experience with ConnectWise Manage, ConnectWise Sell and the MSP Marketplace? Do you have a comprehensive knowledge of Project Management in The IT Outsourcing and Managed Service Provider business environment?

Because we manufacture and assemble custom computer systems and provide a full suite of IT Outsourcing solutions and Managed Services to our customers, TrinWare is looking for the ideal candidate to fill this MSP IT Systems Engineer III position. Are you anxious to learn more?

Do you consider yourself a person who understands the need for operational efficiencies? Do you like working with a fine-tuned organization?

This position reports to the TrinWare Centennial, CO office and also requires onsite services provided at our client locations.

Travel – some out of state and/or overnight travel for onboarding and project execution is required.

If so, keep reading… you may be the new team member we are looking for!

Summary

TrinWare’s MSP IT Systems Engineer III provides experienced technical support for a variety of clients in the Denver Metro Area and beyond. This is a full-time position reporting to our Director of Technology and operating out of our headquarters in Centennial, Colorado. Hours for this role will be 40 hours per week operating between 7:00AM to 6:00PM Monday through Friday with occasional off-hours work. This position will occasionally require travel to customer locations, primarily within the Denver metro area.

Please provide a cover letter or letter of interest.

Essential Qualifications

• REQUIRED: 10+ years’ client-facing IT service desk experience preferably in a managed services or multi-tenant support company
• Experience performing advanced troubleshooting and administration of servers, networks, and standard business application.
• Extensive experience with ConnectWise and It Glue. Specifically, ConnectWise Manage, Automate (now CW RMM) and IT Glue.
• Experience managing IT projects.
• Experience building technical documents such as SOP's, SOW’s, runbooks, and roadmaps
• Experience managing and servicing clients through RMM and PSA tools
• Experience with core technologies preferred:

• Microsoft Windows Server, Exchange, SQL, and 365 and Azure platforms
• G-Suite
• Network design and administration (TCP/IP, DNS, SNMP, VLAN, SDWAN)
• Backup and Disaster Recovery – (Acronis and Veeam)
• Virtualization (VMware and Microsoft Hyper-V)
• Cybersecurity
• IT Regulatory Compliance frameworks (PCI, HIPAA, NIST, CMMC)
• Cloud platforms, ie AWS, Azure, Private Cloud
• VPN setups – preferably Fortigate
• Linux
• Breach response experience
• Ability to parse documentation and archive to approved storage locations.
• Capable of reviewing ConnectWise templates and ensure that junior level engineers, technicians and sales staff have properly populated all template requirements
• Experience with mobile device management
• Experience with SAN/NAS

• Strong customer service focus and ability to bring hospitality to each support ticket
• Creative mindset with the desire to build and develop methods and tools
• Strong time management skills and the ability to stay organized during high volume
• Strong problem-solving skills
• Professional written and verbal communication and interpersonal skills
• Hold current IT professional certifications from one or more preferred vendors, Microsoft, VMware, Cisco, CompTIA, Fortinet

• Experience managing multiple enterprise level clients
• Willingness to learn continuously and escalate issues when appropriate
• Clean MVR and valid driver’s license
• Ability to pass a drug and/or alcohol screen and background check

Duties and Responsibilities

People Leadership

• Serve as a resource and escalation path for Support Technicians and Engineers
• Train and mentor junior Engineers and NOC/Service Desk team members

IT Service Delivery

• Provide technical expertise and services to TrinWare’s internal and external customers through project work and proactive recommendations
• Own the customer satisfaction and successful outcome of technical projects
• Provide great documentation of work performed in our PSA tools (e.g. ConnectWise)
• Lead the onboarding process for new clients to set up long-term success
• Provide technical guidance in development of project scopes and agreements
• Actively demonstrate and cultivate TrinWare’s Core Values in both internal and external situations
• VOIP phone network setup

Financial Responsibility

• Fully document work time in systems of record, primarily ConnectWise
• Properly account for all physical assets and software deployed to clients
• Accurately document expenses as required

Organizational Leadership

• Continue learning and professional development by taking advantage of TrinWare’s reimbursement for professional IT certifications
• Play a critical role in building TrinWare’s standards and processes for the future success of the company
• Assist with written SOP’s
• Assist with diagramming of environments

Benefits

TrinWare’s available benefits include:

• Company sponsored Medical, Dental, Vision
• Life, Short- and Long-term disability
• 401K with matching
• Paid holidays, vacation and sick leave
• Employee discount, referral and assistance programs

TrinWare Core Values

TrinWare’s culture is a combination of high professional standards and a tight-knit team atmosphere. These Core Values are the driving force behind the who, what and why of our mission. We believe that these values will serve as a compass to lead us to our goal: being recognized as one of technology’s great service providers.

GOALS:

• Growth
• Optimism
• Accountability
• Leadership
• Service Clients