Centralized Services Engineer presso i-Tech Support

Job Title: Centralized Services Engineer (CSE) 

Location: Ocoee, FL (Hybrid) 

Role Summary: 

The Centralized Services Engineer (CSE) is responsible for researching, implementing, and supporting centralized managed services tools to monitor, maintain, and optimize client IT infrastructure, with a strong focus on data protection and security. This role ensures that all tools are strategically managed to safeguard client data and maintain system integrity. This role focuses on developing automation solutions and leveraging emerging technologies to enhance operational efficiency for MSP teams and clients. The CSE collaborates closely with the service delivery team to ensure the consistent and strategic application of these tools across the client base, fostering innovation and promoting continuous improvement. 

Key Responsibilities: 

Centralized Services Tools and Automation Management: 

• Lead research, selection, configuration, and management of centralized service tools to protect client data and ensure system uptime, including: 

• Remote Monitoring and Management (RMM) 

• Asset management and reporting 

• Endpoint protection and patch management 

• Backup and disaster recovery (DR) solutions 

• Infrastructure, device, and application monitoring 

• Advanced security measures (e.g., firewalls, SIEM, encryption, DLP) 

• Develop automation scripts to streamline service delivery processes and improve efficiency 

• Stay up-to-date on emerging technologies like AI and automation to continuously integrate innovative solutions that enhance service offerings 

Client Onboarding: 

• Actively engage in new client onboarding projects to ensure a seamless setup 

• Attend client kickoff meetings to introduce the Centralized Services Team's role and outline the onboarding process 

• Coordinate and schedule the deployment of managed services tools across the client's IT environment 

Service Delivery Team Support: 

• Develop and maintain training assets for centralized services tools 

• Lead training sessions for MSP service delivery teams on the effective use and application of these tools 

• Collaborate with service delivery team members to ensure proper implementation of tool agents on client IT assets 

• Proactively collaborate with technology alignment teams to establish and promote best practices for tool utilization and service optimization 

Proactive and Reactive Support: 

• Manage proactive monitoring and alert threshold settings to prevent issues before they impact clients, with a specific focus on detecting and mitigating potential data breaches or vulnerabilities 

• Oversee ticket resolution in the Centralized Services queue, ensuring swift and effective support for internal team members 

• Escalate complex security issues to the appropriate SOC Analyst for specialized incident response  

• Participate in the Noise Abatement Process (NAP) to identify and resolve recurring issues within client environments 

Vendor Management 

• Serve as the primary liaison with tool vendors to ensure seamless integration, optimal performance, and compliance with data protection standards 

• Collaborate with vendors to address technical challenges and gather insights on product updates, prioritizing tools that enhance data security 

• Stay informed about technological advancements and market trends from vendor partners to continuously enhance tool performance and integration 

Meeting Rhythm: 

• Daily Huddle: Share progress on tasks, outline daily objectives, and address any roadblocks 

• Weekly Team Meetings: Review performance, discuss lessons learned, and refine team processes 

• Client Engagements: Participate in onboarding project meetings and client kickoff sessions to set clear expectations 

• Quarterly Company Kickoff Meetings: Align with organizational goals, learn about growth plans, and share departmental progress 

Accountability and KPIs: 

• Actively monitor and analyze key performance indicators (KPIs) to ensure they align with the CS team’s strategic objectives and identify areas for improvement (examples below):  

• # of Tickets in the CS Queue at Weeks End 

• CS Queue Ticket Aging 

• Patch Compliance %  

• Endpoint Protection Application % 

• Advanced Security Application %  

• Alert Tickets Generated 

• Team Effective Utilization 

• Automation Scripts Developed 

• New Client Onboardings Completed 

Competencies and Skills: 

• Technical Proficiency: Deep understanding of centralized service tools, AI integration, automation technologies, and data protection measures 

• Analytical and Problem-Solving Abilities: Expertise in pattern recognition and developing creative solutions for technical challenges 

• Vendor Management: Strong relationship-building skills with external partners to ensure tool performance and service quality 

• Business Acumen and Communication: Effective communicator with a focus on aligning technical solutions with business objectives 

• Organizational Skills: Exceptional project management capabilities to coordinate tool deployment and process improvements 

Qualifications: 

• Educational Background: Bachelor’s degree in IT or a related field, or equivalent experience with relevant industry certifications 

• Proven Track Record: History of achieving high-impact results in tool management and process optimization for MSP environments 

• Technical Passion: Demonstrated commitment to staying at the forefront of industry trends and technology developments 

• Compliance Standards: Familiarity with data protection regulations and compliance standards (e.g., GDPR, HIPAA)

Benefits

• We offer comprehensive medical, dental, and vision insurance with competitive plan options
• We provide basic life insurance and long-term disability for all our employees
• 401k program with employer match to help you invest in your future
• Paid parental leave to support you and your family
• 22 paid days off (15 PTO + 7 National Holidays)
• Company issued laptop
• Company paid training as necessary
• Opportunities for professional development and growth
• Access to cutting-edge technology and resources