Empyrean IT is seeking an experienced and highly skilled Senior Level 3 Managed Services Engineer to join our team. The ideal candidate will be responsible for providing expert-level support and management of our clients' IT landscape. As a senior engineer, you will lead and oversee complex issues, provide technical expertise, and assist with the overall improvement of IT operations for our managed services clients. You will be a key resource in troubleshooting, resolving escalated issues, and ensuring that all IT services meet business needs and client satisfaction.

Empyrean IT is a strongly customer focused MSP and IT consultancy, and this will be a customer facing role, requiring professional presentation, with the expectation of some work at customer sites.

Key Responsibilities:

Technical Support & Troubleshooting:
Provide expert-level support to clients by troubleshooting and resolving complex IT infrastructure issues across networks, systems, servers, and cloud-based environments.

Escalation Management:
Act as the escalation point for high-priority or highly complex technical issues that require deep expertise. Collaborate with other internal teams to resolve escalated problems efficiently.

Managed Services Operations:
Oversee the delivery of managed services to clients, ensuring all SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met. This includes performance monitoring, proactive maintenance, and optimization of client systems.

Systems Implementation & Integration:
Design, implement, and configure new systems and infrastructure to meet client requirements. Integrate new technologies into existing client environments seamlessly.

Documentation & Knowledge Management:
Create and maintain thorough documentation for all client environments, solutions, and procedures. Regularly update knowledge base articles and contribute to best practices.

Client Relationships & Communication:
Build and maintain strong, positive relationships with clients, offering exceptional customer service. Provide regular status updates and reporting to clients on the health of their IT infrastructure.

Project Leadership:
Lead and participate in client-facing technical projects, such as system upgrades, migrations, and other IT solutions. Ensure projects are completed on time and meet client expectations.

Continuous Improvement & Training:
Actively participate in ongoing technical training to stay current with emerging technologies. Mentor junior team members and provide guidance in the resolution of complex issues.

Required Qualifications:

Experience:

Minimum of 5 years of experience in managed services, IT infrastructure support, or related fields.

Proven experience supporting enterprise-level environments, including servers, storage, networks, and cloud technologies (AWS, Azure, etc.).

Strong experience in troubleshooting, diagnosing, and resolving complex IT issues in a timely manner.

Technical Skills:

In-depth knowledge of Microsoft 365 Collaboration services and Intune Endpoint Management.

Experience with systems and server administration (Windows Server, Linux, VMware, etc.).

Knowledge of network architecture, protocols, and services (TCP/IP, DNS, DHCP, VPNs, firewalls, etc.).

Expertise in cloud platforms (AWS, Microsoft Azure, Google Cloud) and hybrid environments.

Hands-on experience with backup and disaster recovery solutions.

Familiarity with automation and scripting (PowerShell, Python, etc.) is a plus.

Knowledge of IT security best practices and experience in securing enterprise environments.

Certifications (Preferred):

Microsoft 365 Certified: Administrator Expert

VMware Certified Professional (VCP).

ITIL Foundation or advanced certification.

Soft Skills:

Excellent problem-solving and critical thinking skills.

Strong communication skills, both written and verbal.

Ability to work independently and as part of a collaborative team.

Strong customer service orientation with the ability to build client relationships.

Clear communications and professional presentation

Desired Traits:

Strong leadership abilities and a proactive approach to problem-solving.

Demonstrated ability to manage multiple priorities and work under pressure.

Willingness to stay updated with emerging technologies and industry trends.