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Job Description

Our client is a Cybersecurity managed service company that outsources their services to their clients, which they currently have 4,000-5,000, however this person will only be servicing for 2 accounts of theirs. The Senior L2 Engineer works under the direction of the Managed Service Operations Center (MSOC) Manager and will support our clients and internal operations. This position is responsible for exceeding established SLAs, providing world class customer service and technical support, and managing service requests through our ticketing system. Accountability and proactive communication as it relate to all position responsibilities. Possible room for growth, looking for someone who can eventually move up to become an Azure Engineer manager.

Essential Job Functions:

Provide phone and email support to a wide range of clients and internal resources

Establish positive long-lasting relationships with our clients and internal staff

Learn and work with new technologies on a constant basis

Able to complete tasks in a group as well as individually

Responsible for entering all work as service tickets, time, and expenses in CSPis Professional Service Automation (PSA) tool, ConnectWise

Informs management and key client personnel of operational and procedural deficiencies when encountered during shifts or from Problem Management issues.

Provide incident management support and performs investigative analysis while providing accurate, thorough answers in a timely manner to customer inquires

Responsible for resolving and supporting technical issues via-telephone and e-mail

Perform queue management to achieve CSPis SLAs in a timely manner and provide Quality Assurance standards for work performed and where applicable, train staff/client members

Interface with customers executives, technical representatives, partners, and all levels of internal employees, other Technology Services department/personnel to ensure that operational procedures, accurate escalation processes, timely document registration within CSPis Professional Service Automation (PSA) tool and status updates are performed and streamlined workflow is maintained to ensure customer satisfaction

Responsible for reviewing and attending to daily customer checklist

Responsible for maintaining and verifying, that all backup systems are running optimally for all internal and external CSPi clients

Responsible for maintaining and updating anti-virus for internal and external CSPi clients

Responsible for Microsoft Windows patching and third-party vendor patching as required

Responsible for maintaining and optimizing all critical and standards alerts generated by CSPi's ConnectWise application

Responsible for designated functions within onboarding new clients

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

8+ year of experience

Knowledge of backup applications (Acronis, Veeam, Barracuda, Commvault, etc.)

Experience with email and spam filtering services (Mimecast, Barracuda, Proofpoint, etc.)

Familiarity with DNS, DHCP, and TCP/IP

Switching and routing topologies (VLAN, basic routing protocol knowledge)

Firewall Technologies (Cisco, FortiGate, Palo Alto, etc.)

Administering and designing Microsoft Windows Active Directory topologies

Disaster recovery planning and implementation

In-depth knowledge of M365 and Microsoft SQL

In-depth knowledge of Microsoft Azure / Intune

In-depth knowledge of VMware vSphere 7.0 and above

In-depth knowledge of Hyper Converged Infrastructure (Nutanix, EMC, Dell, HP, etc.)

This candidate will be working for CSPI but supporting their client US Ocean in the Tampa location - there will be occasional travel to the client

Must also already have or be able to obtain a Twic card to access the port of client's location, will be paid for by company Former Managed Services experience preferred

Knowledge of Apple OS and Devices a plus

Knowledge of Managed Services ticketing systems, PSA tools, RMM tools (ConnectWise) a plus null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].