Engineer

SUMMARY OF POSITION

TheManaged Services Engineerplays a pivotal role in Netrios Managed Services team serving as asenior technical expert and escalation pointfor complex client issues across infrastructure networks and systems. This role ensures the stability performance and security of client environments while providing exceptional customer service and strategic IT guidance.

Acting as both a technical leader and hands-on problem solver the Engineer manages escalations mentors junior staff and collaborates closely with clients and internal teams to deliver reliable scalable and secure solutions. The ideal candidate brings deep technical expertise a proactive mindset and a passion for driving operational excellence across every layer of IT service delivery.

RESPONSIBILITIES

Escalation & Advanced Support

• Serve as thefinal escalation pointfor complex technical issues unresolved by Tier 1 and Tier 2 teams.

• Diagnose and resolve advanced problems related to servers networks and mission-critical systems.

• Provide clear communication and timely updates to clients and stakeholders throughout incident resolution.

System Administration

• Manage and maintain client IT environments including servers virtualization platforms (VMware Hyper-V) and cloud infrastructure (Azure AWS).

• Ensure stability security and compliance across Windows Server environments (Active Directory DNS DHCP Group Policy).

• Oversee patch management system updates and proactive infrastructure monitoring.

Network Management

• Configure and support routers switches firewalls VPNs and wireless solutions.

• Troubleshoot and optimize network performance security and connectivity.

• Collaborate with the cybersecurity team to ensure network hardening and resilience.

Security Management

• Implement and manage endpoint and network security solutions including antivirus intrusion detection and vulnerability management tools.

• Conduct routine audits and enforce security policies across client systems.

• Contribute to incident response activities and post-incident reviews.

Automation Documentation & Process Optimization

• Develop automation scripts and workflows to streamline processes and improve efficiency.

• Maintain accurate up-to-date documentation for systems configurations and procedures.

• Identify opportunities to enhance service delivery through standardization and continuous improvement.

Mentorship & Collaboration

• Mentor Tier 1 and Tier 2 engineers providing training coaching and performance feedback.

• Work cross-functionally with the Managed Services leadership Project Management and Cybersecurity teams to ensure consistent client success.

• Partner with vendors to troubleshoot complex issues and coordinate resolutions.

SKILLS & QUALIFICATIONS

• Minimum5 years of experiencein an IT support or engineering role preferably within a Managed Services Provider (MSP) environment.

• Expert-level knowledge ofMicrosoft Windows Server(Active Directory DNS DHCP Group Policy).

• Strong proficiency invirtualization platforms(VMware Hyper-V) andcloud infrastructure(Azure AWS).

• In-depth understanding ofnetworking principlesincluding firewalls VLANs VPNs and routing/switching.

• Experience withbackup disaster recovery and business continuity solutions.

• Strong troubleshooting skills across hardware software and network layers.

• Excellent verbal and written communication skills with the ability to engage clients professionally.

• Proven ability to manage multiple priorities in a dynamic fast-paced environment.

• Bachelors degree in Information Technology Computer Science or related field (or equivalent hands-on experience).

• Ability to travel to client locations for on-site work.

PREFERRED EXPERIENCE

• Experience withRemote Monitoring and Management (RMM)andProfessional Services Automation (PSA)platforms.

• Certifications such asMCSE CCNP VCP or AWS Certified Solutions Architect.

• Familiarity with ITIL framework and best practices for managed service delivery.

• Demonstrated ability to automate tasks using scripting languages (PowerShell Python etc.).

• Proven success mentoring junior engineers and contributing to team development.