ASG Managed Services Engineer

The ASG Managed Services Engineer is responsible for supporting, building, managing, configuring and implementing solutions within the customers managed platform or services under SHI’s management. They must aim to achieve optimal system performance across all supported platforms. The engineer will collaborate with internal and external customers, lead IT projects, monitor performance, optimize environments, stay updated on industry trends, and seek personal and professional growth.

Embracing a customer-focused, adaptable, and collaborative mindset, along with demonstrating accountability, initiative, and a passion for continuous learning, are key aspects of this role.

This role will report to the Manager of ASG Engineering role in the ASG Product & MSP department, this remote position requires a home office setup, with occasional meetings at the SHI headquarters as determined by management.

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 $14 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. 

Include, but not limited to:

• Build, implement and support a wide range of solutions using platform services for both internal and customer purposes.
• Manage and configure platform infrastructures, applications, and collaboration tools.
• Contribute and take lead on MSP Projects, collaborating with internal/external customer and ensuring timely delivery and alignment with business objectives.
• Contribute, develop, and take lead on service improvement initiatives, collaborating with internal/external customer and ensuring timely delivery and alignment with business objectives.
• Engaging directly with customers through status updates, change requests, meetings, incident responses, and projects, while understanding their needs and success criteria.
• Monitoring and diagnosing performance issues to ensure optimal system performance.
• Optimizing existing environments and standardizing processes using/developing standard operating procedures (SOPs).
• Stay updated with industry trends, emerging technologies, and best practices.
• Continuously seek opportunities for personal and professional growth.
• Track time and document work out of SHI’s PSA system, submitting weekly timesheets.
• Align with leadership and organization initiatives.
• Mentor/Train lower tier engineering employees and service desk employees.
• Involvement in a wide range of required Audit’s.
• SOW Scoping, development, and build out assistance on a per-request basis.
• Ownership, alignment, assessment (at times delivery) of customer Agile Cloud Engineering requests.
• Assistance at all lower level’s where needed based on resource constraints.

• Bachelor's degree in a relevant field or equivalent practical experience
• 3-5 years of relevant work experience (preferably in a managed services environment).
• Experience working with version control systems (such as Git, AzureDevOps).
• IT Support: Understanding of IT support processes and methodologies to aid end users.
• Problem-solving and Analytical Thinking: Advanced problem-solving abilities to troubleshoot complex technical issues and provide innovative solutions.
• Experience with one or more cloud platforms including: Azure, AWS, GCP.
• Mobile Device Management: Experience in implementing and managing mobile device management platforms such as MS Endpoint Manager (formerly InTune), Jamf, Kanji, or similar solutions.
• IT Project Management: Proficient in leading and managing large-scale IT projects, ensuring timely delivery and alignment with business objectives.

• Ability to contribute and take lead on IT Projects, collaborating with internal/external customer and ensuring timely delivery and alignment with business objectives.
• Ability to work with version control systems (such as Git, AzureDevOps).
• Microsoft 365 Management: Proficiency in managing and administering Microsoft 365 suite of applications and services.
• Google Workspace Management: Ability to effectively manage and configure Google Workspace applications and collaboration tools.
• IT Support: Understanding of IT support processes and methodologies to aid end users.
• Problem-solving and Analytical Thinking: Advanced problem-solving abilities to troubleshoot complex technical issues and provide innovative solutions.
• Remote Management and Monitoring: Proficiency in remote management and monitoring tools for proactive system maintenance and troubleshooting.
• DNS Management: Ability to configure and optimize DNS infrastructure, including managing DNS records and resolving complex DNS-related issues.
• Identity Provider: Proficiency in designing and implementing identity provider solutions such as Azure AD, OKTA, Ping, JumpCloud, or similar platforms.
• Cyber Security: Understanding of security software solutions like Sentinel One, Arctic Wolf, Keeper, CrowdStrike, MS Defender, eClip Training, or similar tools.
• Mobile Device Management: Experience in implementing and managing mobile device management platforms such as MS Endpoint Manager (formerly InTune), Jamf, Kanji, or similar solutions.
• SaaS Data Protection and Backup: Proficiency in configuring and managing SaaS data protection and backup solutions like Druva, SkyKick, or similar products.
• Advanced Cloud Computing: Experience in designing and managing cloud-based solutions, leveraging advanced services, and optimizing costs.
• Proficient in Automation and Scripting - basic scripting using powershell, CMD, python, nodeJS or other.

Preferred Skills/Qualifications: 

• Familiarity with IT Glue, Autotask, DattoRMM, and Lucidchart.
• Experience with additional technologies including Linux, Database, CI/CD Pipeline, Automation, VMWare, Network Appliance.
• Automation and Scripting.
• Experience working with containerization solutions.

• M365 Associate or GWS Professional Administrator or ability to obtain within 3 months of hire.
• ITILv3+ Certification or ability to obtain within 6 months of hire.

• Travel by air for up to 10% annually. This travel will primarily be for customer meetings, events, and office.
• This position requires to work overtime and be open to working during holidays when business needs demand it.
• As part of a rotating on-call engineer schedule, you must provide after-hours support for escalations.
• Maintain the required utilization levels.
  These requirements may change quarterly to align with evolving business needs.

• The estimated annual pay range for this position is $70,000 – $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