Centralized Services Engineer

Summary

Join our team as a Centralized Services Engineer and ensure seamless operation and optimization of internal and client-facing IT environments. This pivotal role requires expertise in infrastructure architecture, cloud systems, MSP tools, and automation. You will serve as a critical escalation point for the helpdesk, driving innovation through scripting and automation. Responsibilities include managing backup infrastructure, onboarding/offboarding processes, and maintaining various platforms like ConnectWise Automate, Addigy, and Intune. You will also integrate new tools, manage patching processes, and create comprehensive documentation. This position demands strong problem-solving, communication, and technical skills.

Requirements

• Relevant Microsoft certifications
• 3+ years of experience in a similar role within an MSP environment
• Expertise in Windows Server, Azure infrastructure, and cloud technologies
• Proficiency with RMM tools (ConnectWise Automate) and PSA platforms (ConnectWise Manage)
• Strong scripting skills in PowerShell or similar languages
• Experience with MDM platforms (Addigy, Intune)
• Familiarity with MSP tools and their integrations
• Experience with database platforms (MSSQL, MySQL)
• Adept at networking (Cisco, HPE, Dell, SonicWall, FortiGate)
• Strong understanding of backup infrastructure architecture, deployment, and verification using Veeam
• Experience with Veeam backup solutions and troubleshooting backup failures
• Strong problem-solving and troubleshooting abilities
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Detail-oriented with a focus on process improvement
• Skilled in documentation
• A home office set up that meets the following: A working computer with minimum of 8gb RAM, i5 Windows10 or macOS Big Sur
• Stable internet connection with at least 5mbps download and upload
• A quality headset with noise cancellation feature for meetings
• A mobile phone that has the capacity to install the Microsoft Authentication app
• HD webcam
• 2nd Monitor
• UPS (Uninterruptible Power Supply ) if using a desktop (Not needed if using a laptop)
• A very strong cultural fit the ITS way (Our core values will be discussed during the interview)
• Excellent command of the English language both spoken and written
• Able to work full time 40 hours a week - 8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday
• Able to pass our online behavior and cognitive assessments
• Able to provide NBI Clearance (for PH applicants)

Responsibilities

• Serve as the escalation point for complex issues unresolved by the internal helpdesk team
• Act as an escalation point for backup remediation, ensuring critical data recovery and system integrity
• Oversee internal user onboarding and offboarding processes to ensure a seamless experience
• Manage client onboarding and offboarding, ensuring all systems, accounts, and configurations are properly set up or decommissioned
• Design, implement, maintain, and troubleshoot datacenter and cloud infrastructure, focusing on Windows and Azure environments
• Develop and maintain backup infrastructure architecture using Veeam to ensure reliable data protection and recovery
• Design, deploy, and maintain Veeam backup solutions for internal and client environments
• Perform regular backup verification with Veeam to ensure integrity and recoverability of data
• Escalate and remediate backup failures, ensuring minimal downtime and data loss
• Optimize Veeam backup policies and strategies for efficiency, compliance, and security
• Maintain and troubleshoot the ConnectWise Automate platform
• Develop and optimize RMM scripts and automation workflows to improve efficiency and reduce manual tasks
• Maintain and troubleshoot Addigy and Intune platforms
• Create and manage MDM scripting and automation solutions to streamline mobile device management
• Maintain and troubleshoot ConnectWise Manage to ensure smooth operation of service delivery workflows
• Conduct proof-of-concept evaluations for new MSP tools
• Integrate tools within the MSP environment to enhance operational efficiency
• Architect and maintain Windows and third-party patching processes to ensure compliance and security
• Create and maintain comprehensive documentation for infrastructure, tools, and processes
• Document Veeam backup configurations, verification processes, and remediation procedures

Preferred Qualifications

• Networking certifications advantageous
• Preferably, at least two of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer

Benefits

• Comprehensive Health Plans / HMO (Employee & Dependent/s)
• Life Insurance
• Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
• Paid Time Off (starts at 15 days per year)
• Maternity/Paternity Leave
• Paid US Holiday
• Night Shift Bonus
• Salary Advancement/Loan
• Health & Wellness Program
• Company-paid training and certification