IT Engineer

Westlake Village, CA, USA

Job Type

Full-time

About the Role

We are seeking a client-focused seasoned MSP expert to join us as our IT Engineer supporting Microsoft environments. This position will ensure our back-end infrastructure operates optimally, cross-functional departments are supported, partnering with the product team to add client value, and ensure clients are given exceptional support. This role will display excellent communication, strong leadership qualities, technical aptitude, and knowledge of the latest technologies.

Responsibilities

Manage our backend infrastructure.
Stay current on latest platforms and technologies.
Provide regular automation capabilities, and client-facing SME expertise.
Coach individual contributors, giving them the tools they need to succeed
Consistently develop creative and scalable solutions solving both ITS and clients’ challenges
Ability to work cross-functionally with Sales, Customer Service, Support, and Product teams to ensure strong communication & support.
Collaboration with partnerships and product team acting as an SME in the evaluation process for new tools and ensuring clients get maximum value.
Provide input to support on an ongoing basis to ensure knowledge base is up to date.
Ensure internal infrastructure is free of vulnerabilities, maintains 99% uptime, minimal risk, and run on the latest technology.
Work cross-functionally to evaluate the current platform infrastructure and processes to ensure optimal integration and scalability as electric continues its hyper-growth.
As a member of the Client Experience Team, ensure the client experience is consistently meeting all metrics including CSAT, response time, time to resolution, etc.
Act as escalation point for client, internal, or technical escalations as they pertain to the Endpoint experience.
Participate in pre-sales and client retention situations as needed.
Drive standardization and create SOPs for visibility into process across teams.
Regularly report on team stats, including but not limited to CSAT, vulnerability & risk tracking, SLA adherence, escalations, and new functionality releases.
Assist the team & build processes to handle scope changes, technical challenges, and other complexities as they arise.
Work closely with product teams to ensure MDM/RMM roadmap aligns with the product roadmap for increased integration.
Structure team and process to include new technologies.
Assist to ensure team is consistently trained in existing and competitor MDM/RMM tools and operations.
Build process and automation for easier migration away from competitor tools.
Drive continuous improvement.

Requirements

5+ years of client-facing experience.
5+ years IT experience.
5+ years’ experience overseeing automation, MDM and RMM infrastructure, in an MSP or multi-client environment.

Who You Are

Excellent verbal and written communication skills.
Understanding of SaaS platforms.
In-depth knowledge of latest MDM and RMM technologies.
Ability to oversee Microsoft environments.
Technical understanding of RMM and MDM tools, desktop & server environments, and cloud technologies.
Highly detail-oriented and able to effectively prioritize tasks.
Outstanding interpersonal and communication skills, capable of distilling complex technical messages into a format that can be delivered to both technical and non-technical audiences.
Previously managed workload in a high volume, growth environment.
Great communicator, exhibiting success at building positive relationships with internal and external business leaders.
Expert knowledge of MS Office and G-Suite applications.
4-year degree from an accredited college or relevant technical experience.
Problem analysis and problem resolution skills.
Exceptional written and verbal communication skills.

Why Work for ITS

ITS is looking for high energy professionals with sound business acumen, a strong technical aptitude, and natural service instincts to join our team.

ITS, an expert MSP in IT and Telecommunication Services, focusing on small to midsize companies throughout Central and Southern California. Our processes, products and white-glove services make us a one of the kind service providers offering world class service while managing, simplifying, and improving business technology operations. With a seasoned executive management group and over 30 years of a proven track record, the progressive and dynamic team is seeking a driven and motivated individual to partake in the next growth phase of the business.

Apply Now