Tier 1 Managed Services Engineer

Position Overview

The Cloud & Managed Services Engineer works out of the Network Operations Center (NOC).

Responsibilities

• Deliver exceptional customer experiences.
• Work on a schedule basis which may include nights weekends and night-weekend shift (2nd / 3rdshift)
• Process requests and issues reported by monitoring tools ticketing tools calls and emails relating tobut not limited to various technologies supported by Managed Services
• Thorough technical knowledge of various technologies such as:
• Microsoft core business applications and operating systems.
• Disaster recovery solutions (a plus).
• Various networking devices such as routers/switches/access points etc.
• VOIP Cloud Calling business phone systems solutions
• WebEx Finesse MS Teams (a plus)
• Security devices
• Cloud Solutions AWS Azure Google (a plus)Basic remote access solution supports: VPNConnectwise Automate and other tools
• Work with vendors and service providers to open repair tickets and hardware RMA
• Obtain and maintain certifications and accreditations consistent with job responsibilities.
• Take ownership of open tickets manage priority and provide updates in a timely manner to endcustomer.
• Perform initial troubleshooting and information gathering.
• Follow SOP documented in Knowledgebase system.
• Timely escalation on tickets to Tier 2/Tier 3 team.

Responsible for:

• Weekly time entry in the ITSM platform
• Expense reports
• Perform other duties as required and/or assigned
• Employee must be able to perform essential functions of the job with or without reasonable accommodation
• The Cloud & Managed Services Engineer does not have any direct reports.

Qualifications

To perform this job successfully an individual must be able to perform each essential dutysatisfactorily. The requirements listed below are representative of the knowledge skill and/or abilityrequired.

• Advanced understanding of operating systems business applications printing systems and networksystems
• Interpersonal skills: such as telephony skills communication skills active listening and customer care
• Diagnosis skills of technical issues
• Ability to multitask and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all the organizations key IT services for which support is being provided
• Understanding of support tools techniques and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment

Must be eligible to work for any U.S. employer without the need for sponsorship now or in the future

Compensation: $55000 to 60000

Job Title: Tier 1 Support Engineer/IT Managed Services

Requisition Number: 2347

Date: April 6 2026

Location 1: Houston TX

Remote: No

Business Unit: Essential Industries

Department: Information Systems & Information Technology

Job Type: Full-time

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