MSP IT Systems Engineer III (Managed Services - Full-time

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

Salary: $100,000 - $125,000 per year

MSP IT Systems Engineer III (Managed Services)

At TrinWare, the customer experience is everything. We believe that service to others is a core value that not only elevates TrinWare above the competition but drives our business forward. We believe that accepting “good enough” is for the other guys. We know that in business, greatness requires the mental toughness of a warrior, we know that success is a marathon, not a sprint, and shortcuts always lead to failure.

Doesn’t sound easy, does it? That’s because it’s not. We aren’t looking for those who seek easy, we’re looking for champions, people who are dedicated and committed to a mission, the TrinWare mission!

Look, if you’ve made it this far and are still reading, you just might be the one we’re looking for. Take a look at the skills and traits we seek in a Managed Services Engineer III, get to know who TrinWare is and if you think you’re up to the challenge of these requirements, follow the directions in the last section and make it impossible for us NOT to call you in for an interview.

Who we are:

We’re so much more than an MSP, TrinWare is a 20-year-old Centennial Colorado based technology company. We are unique in our industry, we are a Managed Services Provider, and IT Outsourcing Company. We are a Custom Computer Production Manufacturer, and we are innovators in our industry. Our continued growth and diverse expansions in the MSP and IT Outsourcing marketplace require the addition of a Managed Services Engineer III. This position typically works an 8-hour shift between 7:00 AM and 6:00 PM in our facility, but on-call and before/after hours are required from time-to-time.

This is NOT a remote or Work from Home position. This position reports to the TrinWare Centennial, CO office and may also require onsite services provided at our client locations.

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

Traits we need:

• Strong scripting an automation skill, specifically ConnectWise Automation using CWRMM and PSA.
• Focus on the details and Intelligent Design. Ability to conduct a Managed Services Discovery, write Scopes of Work, Standard Operating Procedures, and other technical documents.
• A Leader, a Teacher, a Doer - the desire to master new technologies, to train others and lift them up, to achieve greatness.
• A passion for solving problems and serving others.
• Driven to succeed in everything you do.
• Integrity, Intelligence, Confidence, and the spirit of an Innovator
• An open mind and willingness to give and receive constructive feedback.
• The ability to recognize what needs to be done and willingness to do it.

Essential Qualifications

• REQUIRED: 10+ years’ client-facing IT service desk experience preferably in a managed services or multi-tenant support company
• A Strong experience in automation with the ability to create monitors and scripts for automating reactive tasks with the goal of building out a proactive environment.
• Experience performing advanced troubleshooting and administration of servers, networks, and standard business application.
• Extensive experience with ConnectWise and ITGlue. Specifically, ConnectWise Manage (PSA), and CW RMM.
• Experience managing IT projects.
• Ability to parse documentation and archive to approved storage locations.
• Experience building technical documents such as SOP's, SOW’s, runbooks, and roadmaps.
• Experience with core technologies such as Firewalls, Switches, Servers, and NAS/SAN devices.
• Microsoft Windows Server, Exchange, SQL,
• G-Suite and M365 and Azure/Intune platforms
• MDM and SaaS platform management experience
• Network design and administration (TCP/IP, DNS, SNMP, VLAN, SDWAN)
• Backup and Disaster Recovery – (Acronis and Veeam)
• Virtualization (VMware and Microsoft Hyper-V)
• Linux scripting, roll out, and remote management.
• Cyber Security knowledge, breach response experience including log evaluation post incident response is a big plus.
• Capable of reviewing ConnectWise templates and ensure that junior level engineers, technicians and sales staff have properly populated all template requirements.
• Strong customer experience focuses and ability to bring hospitality to each support ticket.
• Creative mindset with the desire to build out 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

• Lead and mentoring junior Engineers and/or Technicians.
• 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 in house and in the field.
• Provide technical expertise and services to TrinWare 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 the TrinWare Core Values in both internal and external situations.
• VOIP phone network setup as needed.

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 the TrinWare reimbursement for professional IT certifications.
• Play a critical role in building TrinWare standards and processes for the future success of the company.
• Assist with written SOP’s and configurations in the PSA.
• Assist with diagramming of environments.

How you get that next big break – these are non-negotiable requests:

1. Provide a cover letter highlighting your Championship Mentality, a letter that makes us want to hire you TODAY.
2. Great answers to the questions asked on this job posting.
3. A resume that addresses the skills and traits we are seeking on our next great hire.
4. Come to your interview dressed to impressed.
5. Have some well thought out questions (including that one big question that can seal the deal).

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