Engineers at RetroFIt are responsible for the development and delivery of our Managed Services offerings. The Managed Services Manager is responsible for managing a team of engineers that apply the necessary technical breadth to provide top level technical support services and operational leadership, including problem resolution, and technical change implementation for Managed Services clients.

Engineer Responsibilities:

  • Provide design, implementation, technical support services and consulting to Managed Services clients to meet their business
  • Thorough understanding of client/server architecture
  • Configuration, management, and troubleshooting skills for, switches, firewalls and WAP’s
  • Administering LAN/WAN security, anti-virus and spam control measures
  • Handle all  NOC Type activities such as recurring alerts for failed backups, outages, patching, etc.
  • Provide innovative technical solutions to complex hardware/software problems.
  • Provide detailed and effective communication to internal and external customers
  • Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
  • Conduct throughput analysis, problem solving, and infrastructure planning
  • Handles several tasks simultaneously (ie: pre-sales, troubleshoots and develops internal network, responds to emergencies).
  • Communicates with Technical Services Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).
  • Understand SLAs in a production environment and proactively strive to meet the commitments.
  • Assist Professional Services team when required with client consultation including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
  • Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.
  • Other duties as assigned

NOC Management Responsibilities:

  • Manage Network Operations, Help Desk and Back-up Services Teams
  • Manage on-call rotation schedule
  • Manage Resource utilization – enforcing time logging
  • Management and champion of internal tool set.
  • Define Processes with Managed Services Engineer
  • Manage Ticket flow & process
  • Run weekly NOC Team meetings
  • Responsible for Managed Services Service Delivery
  • Responsible for KPI Reporting

Minimum Qualifications

  • Bachelor’s degree or equivalent experience
  • Sense of Urgency – Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels.
  • Experience with management of physical server and storage infrastructure
  • Experience with VMware or Hyper-V
  • Minimum two years management level experience
  • Excels in high pressure situations
  • Experience with Windows Server 2012 and above
  • Experience with network infrastructure management
  • Experience ticketing and asset management systems
  • Experience with Office 365 and spam solutions
  • Must have the ability to handle multiple tasks and priorities
  • Must have strong interpersonal communication and team-based skills
  • Must have strong documentation skills
  • Must have exceptional oral and written communication skills
  • Critical attention to detail and solid creative problem-solving skills.
  • Ability to perform intermediate root cause analysis.
  • Ability to consistently follow policies and procedures.

Preferred Qualifications

  • Microsoft certifications such as Windows Server, O365, or Azure
  • Project Management Experience
  • ITILv4 Foundations
  • Experience with RMM/PSA Toolsets such as Datto Autotask/ConnectWise