Job Level
Senior
Tech Stack
AWSAzureCloudITSMSQL
About the role
- Owns the support, administration, and optimization of client infrastructure: servers, Microsoft 365, Azure, virtualization, networking, security, and BDR (cloud & on-premises).
- Provides top-level escalation support, resolving complex technical issues with urgency and precision.
- Partners with the Technical Alignment team to ensure proactive alignment of client environments to GXA standards.
- Serves as a technical advisor and trusted SME in client interactions.
- Builds confidence with C-levels and decision-makers by connecting technical recommendations to business goals.
- Ensures service delivery excellence through consistent documentation, transparent communication, and KPI reporting.
- Mentors and develops junior engineers, setting a standard of professionalism, technical acumen, and service excellence.
- Models proactive problem-solving and accountability and contributes to playbook and process development.
Requirements
- 8+ years of experience in a similar MSP environment.
- Demonstrated passion for excellent customer service.
- Strong ability to prioritize, follow through, and take initiative without supervision.
- Resilient under pressure—adept at handling escalations calmly and effectively.
- Excellent communication and interpersonal skills, with the ability to build trust with both clients and teammates.
- Collaborative mindset—works well in a fast-paced team environment.
- Relevant certifications (MCSE, CCNA, AWS SysOps) preferred.
- Reliable transportation for on-site client visits.
- Advanced experience with virtualization environments.
- Senior-level proficiency with Microsoft 365, Azure, Teams, SharePoint, SQL, Exchange, and Active Directory.
- Strong networking background in design, configuration, and troubleshooting.
- Advanced troubleshooting and problem isolation skills for complex issues.
- Solid grasp of support tools, service delivery processes, and ITSM methodologies.
- Typing and documentation skills for accurate and efficient service ticketing.