Managed Solution

Solutions Engineer

• The Microsoft Solutions Architect provides senior consultative services and project scoping, implementation, and technical remediation work for Professional Services clients
• Designing, implementing, and remedying complex solutions across a broad range of technologies, with a focus on the full suite of Microsoft Modern Workplace
• Providing highly visible project work and consultation for Managed Solution’s professional services clients
• Architects end-state solutions and migration/implementations plans for large-scale deployments/build-outs of technical environments
• Meeting with clients to identify technical requirements; designing solutions; implementing project work
• Providing architecture, consulting, project implementation, and high-level troubleshooting
• Providing project work within Microsoft Modern Workplace suite (Viva, SharePoint, EMS, and Power Platform)
• Acting as project lead for assigned projects, directing others in completing project tasks

Solutions Architect

Systems Engineer

• Provides senior consultative services and project work for Professional Services clients
• Responsible for designing, implementing, and remedying complex technology solutions in two or more of the following: Cloud Technology, Modern Workplace/Automation, Exchange/Messaging, Windows Servers, Active Directory, Networking
• Acts as a presales consult to help a client identify appropriate solutions, determine project scope, tasks, and budget requirements
• Acts as project lead for assigned projects, directing others in completing project tasks according to project scopes
• Acts as a mentor to help develop the skillsets of Project Engineers and others
• Completes additional, related responsibilities as assigned

Senior Systems Engineer

Network Engineer

• Provide expert-level technical support to managed services clients in a 24/7/365 environment.
• Serve as an escalation point for advanced network issues, including slow WAN performance, connection drops, site-to-site VPN tunnel failures, and firewall policy conflicts across a multi-client managed services portfolio.
• Troubleshoot and resolve issues across LAN/WAN, SD-WAN (Aryaka), routing, switching, VPN, firewall, and VoIP infrastructure spanning mid-market and enterprise-scale environments.
• Diagnose and resolve issues on Cisco Firepower Firewalls, Cisco Nexus and Catalyst Switches, and other network devices, leveraging deep platform knowledge to minimize client downtime.
• Manage client remote access and BYOD initiatives, including Always-On VPN and IPSEC VPN services, in alignment with client security policies and MOC standards.
• Consistently meets or exceeds department KPIs – including ticket response and resolution times, customer satisfaction (CSAT) scores, SLA compliance rates – in alignment with MOC performance standards.
• Execute T&M billable network project tasks including: updating and optimizing firewall configurations; implementing net-new routing, DHCP, and DMZ configurations; deploying IPSEC and Always-On VPN services; and configuring Azure Virtual Network Gateways and related Azure networking components.
• Coordinate with client Points of Contact and internal Managed Solution Networking/Security teams to scope, plan, and complete project deliverables within agreed timelines and SLAs.
• Document all project work, configuration changes, and outcomes thoroughly in ConnectWise in accordance with company standards.
• Secure client networks by implementing and enforcing security protocols in coordination with client stakeholders and the Managed Solution Networking/Security team.
• Monitor client environments for suspicious activity and threats; respond quickly to security alerts and incidents per company standards.
• Proactively implement security patches and coordinate with the Backup/Disaster Recovery team to ensure continuity and security across client environments.
• Assist in tuning and expanding network monitoring alerts to maximize client uptime and environment stability.
• Provide proactive, clear communication to clients and internal teams regarding network incidents, outages, and scheduled maintenances.
• Communicate with third-party client vendors to establish root cause and coordinate resolution for outages and other externally-caused issues.
• Document client communications, network/system configurations, and resolution efforts in ConnectWise in accordance with company standards.
• Maintain a high degree of professionalism, confidentiality, and integrity when accessing client systems and supporting mission-critical environments.

Network Support Specialist, L2

• As a member of our Professional Services department, the Senior Systems Engineer helps design and deliver scopes of work related to client IT environments.
• Provides senior consultative services and project work for Professional Services clients
• Responsible for designing, implementing, and remedying complex technology solutions in two or more expert areas
• Acts as a presales consult to help a client identify appropriate solutions, determine project scope, tasks, and budget requirements
• Acts as project lead for assigned projects, directing others in completing project tasks according to project scopes
• Acts as a mentor to help develop the skillsets of Project Engineers and others

• The Microsoft Solutions Architect provides senior consultative services and project scoping, implementation, and technical remediation work for Professional Services clients
• Designing, implementing, and remedying complex solutions across a broad range of technologies, including the full suite of Microsoft Modern Workplace
• Providing highly visible project work and consultation for Managed Solution’s professional services clients, aligning solutions with complex business objectives and security, compliance, and availability needs
• Meeting with clients to identify technical requirements; designing and presenting solutions in presales meetings
• Providing architecture, consulting, project implementation, and high-level troubleshooting
• Leveraging subject matter expertise across specialization areas, including Cloud Migration, Servers, Storage + Power, Active Directory, Networking, and Exchange/Messaging

Support Engineer

• As a member of the Cloud/Customer Support Representative (CSR) team within Managed Services, the Cloud Support Technician serves as the primary technical and ticket classification resource for Microsoft 365 and Azure cloud support across CSP Only customer environments.
• This role owns end-to-end triage, resolution, and escalation management for inbound cloud support tickets, administering customer Microsoft tenants directly via delegated access (GDAP/DAP) through Microsoft Partner Center to resolve customer issues, including escalations from other team members.
• A key function of this role is accurately parsing incoming requests — distinguishing technical support needs from licensing requests, confirming available access, and routing tickets to the appropriate team or board before proceeding to resolution, along with successful resolution of the customer request.
• Provide oversight to help manage and monitor Cloud Support ticket boards, reviewing triage statuses and ensuring tickets are moving through the resolution process per SLAs.
• Communicate clearly with customers regarding the status of their request, scope of available services, and resolution options.

Cloud Support Technician

• Provide technical support to managed services clients in a 24/7/365 environment
• Provides application and infrastructure support, network administration, desktop troubleshooting, and server management across multiple environments
• Adhering to client service level agreements and team performance goals while prioritizing, resolving and/or escalating issues in accordance with Company policy
• Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients
• Effectively documenting client communication and resolution efforts via internal ticketing system in accordance with Company standards
• Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems
• Assists security team in monitoring client environments for suspicious activity/threats and responds quickly to security alerts and incidents in accordance with Company standards
• Complies with all company policies and procedures

Technical Support Specialist, Level 1

Customer Support

• Leverage entry-level technical support knowledge to provide superior customer service to managed services clients and basic troubleshooting/ticket resolution within a 24/7/365 helpdesk environment.
• Answers incoming help desk inquiries via phone and email, providing a positive first impression of our company.
• Uses entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry.
• Creates a ticket for each interaction via Connectwise ticketing system and assigns the ticket to the appropriate team member for resolution.
• Monitoring ticket boards for status and managing assignments to ensure tickets are responded to by Technical Support Specialists within the appropriate timeframe for each ticket’s priority level, communicating with the appropriate parties and performing follow-up actions to ensure tickets move timely through the resolution process.
• The first priority for the Customer Support Representative, Level 2, is answering incoming calls to generate tickets; however, after initial training and as time and skill levels allow, CSR2s will work to resolve Level 1 tickets and escalate as appropriate per position guidelines.
• Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients.
• Documenting client communication and resolution efforts via internal ticketing system.
• Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments.
• Maintaining compliance with all company policies and procedures.
• Other related responsibilities as assigned.

Solutions Architect

Senior Systems Engineer

Network Support Specialist, L2

Senior Systems Engineer

Solutions Architect

Cloud Support Technician

Technical Support Specialist, Level 1

Customer Support Representative, L2