Managed Services Engineer II at ZEALANDIA HOLDING COMPANY
ZEALANDIA HOLDING COMPANY · Asheville, United States Of America · Hybrid
- Professional
- Office in Asheville
Job Details
Description
Do you enjoy tackling technical challenges and helping others solve problems? Interested in a workplace that values your expertise and gives you room to grow? Are you looking for a hybrid role that combines hands-on IT work, teamwork, and customer interaction?
TSAChoice is hiring for a full-time Managed Services Engineer II to join our IT Managed Services team!
At TSAChoice, we take pride in recognizing and developing our employees’ skills, promoting from within, and investing in your long-term success. As an ESOP (Employee Stock Ownership Plan) company, our employees are invested in the company, meaning that when you succeed, you're working towards both the company's future and your own.
In addition to a collaborative work environment, we offer a comprehensive benefits package, including:
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Hybrid work flexibility (3 days remote, 2 days in-office or on-site)
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Medical, dental, and vision insurance
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Company-paid life insurance
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401(k) with company match
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Professional development and certification opportunities
POSITION SUMMARY
The Managed Services Engineer II for IT is a key part of the IT service organization, responsible for providing technical expertise and exceptional customer service for TSAChoice’s managed service clients. With a focus on Tier 2 technical issues and a good understanding of the technical environment across our clients, the engineer will also assist with Tier I and customer projects as needed. This is a Hybrid position with 3 days remote and 2 in-office or at a client’s site.
ESSENTIAL FUNCTIONS
The Managed Service Engineer II:
- Provides exceptional customer service and maintains a calm and professional tone in all customer communications.
- Be available in telephone queue to answer customer calls and assist with IT needs or direct customer to appropriate resources within TSAChoice.
- Serve as Tier 2 escalation within Service Group, has extensive customer and technical knowledge and enabling them to perform an assist on most tasks within the service group.
- Participates in on-call rotation.
- Provides end user support for projects as assigned by service management in alignment with engineering needs.
- Participates in back-end execution of managed services projects at the direction of service management.
- Provides end user support for projects as assigned by service management in alignment with engineering needs.
OTHER FUNCTIONS
The Managed Service Engineer II may also:
- Perform other duties as needed
Qualifications
POSITION QUALIFICATIONS/REQUIREMENTS
Education/Credentials
- At a minimum, this position requires a high school diploma.
- A bachelor’s degree, or higher, in a relevant field is preferred.
Experience
- This position requires 3-6 years in Information Technology including end user, Windows server, Azure cloud, M365 and networking configuration and support.
- Experience with Microsoft 365
- Experience in an MSP and relevant tools including CW Manage, IT Glue and Kaysea VSA is preferred.
- Experience with standard TSAChoice vendors is preferred including Datto, Fortinet, SonicWall, and ProofPoint is preferred.
- The ability to provide excellent Customer Experience (CX) is essential.
- Demonstrate proficient writing and speaking skills.
- Must be proficient in Microsoft Office applications.
- Comfort using a wide variety of IT-specific applications.
TSAChoice’s Core Competencies
Accountability: Ability to accept responsibility and account for his/her actions.
Adaptability: Ability to adapt to change in the workplace.
Customer oriented: Ability to take care of the customers’ needs while following company procedures.
Enthusiastic: Ability to bring energy to the performance of a task.
Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards.
Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace.
Interpersonal: Ability to get along well with a variety of personalities and individuals.
Responsible: Ability to be held accountable or answerable for one’s conduct.
Safety awareness: Ability to identify and correct conditions that affect employee safety.
Tolerance: Ability to work successfully with a variety of people without making judgments.
Knowledge & Skills
Communications – Ability to communicate clearly and effectively with written and spoken word.
Detail Oriented - Ability to pay attention to the minute details of a project or task.
Organization – Possessing the trait of being organized or following a systematic method of performing a task.
Problem Solving – Ability to find a solution for or to deal proactively with work-related problems.
Technical Aptitude – Ability to comprehend complex technical topics and specialized information.
Other Requirements
- Must possess a valid driver’s license.
- Can successfully pass a drug screen and background check.
- Must be able to see color to discern color-coded wiring.
PHYSICAL REQUIREMENTS
| N (Not Applicable) | Activity is not applicable to this occupation. |
| O (Occasionally) | Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day) |
| F (Frequently) | Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day) |
| C (Constantly) | Occupation requires this activity more than 66% of the time (5.5+ hrs/day) |
| Physical Demands | Lift/Carry | ||||||||||||||||||||||||||||||
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| Push/Pull | |||||||||||||||||||||||||||||||
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WORK ENVIRONMENT
The Managed Service Engineer II works primarily in an office environment at a TSAChoice facility. This position requires the regular use of computers/monitors/keyboards/etc. Use of hand tools and other installation equipment will occur on occasion. Hours are normally M-F 8am - 5pm, however evening and weekend work may be required occasionally.
