Managed Services Specialist II

We're seeking an exceptionally talented Level II MSP Engineer to join our client's team. This position plays a crucial role in providing top-tier technical support and guidance to both internal teams and clients, ensuring the smooth operation and enhancement of customer IT systems.

The ideal candidate will be proficient with industry-standard MSP tools such as Autotask, VSA, IT Glue, Auvik, LogicMonitor, or similar, and have a passion for driving development efforts

within the technology stack. As a key contributor to early growth, this position offers significant career advancement opportunities for those committed to excellence and innovation.

Key Responsibilities :

• Provide advanced technical support to clients, resolving complex IT issues and incidents.
• Take ownership of escalated technical issues, prioritize them, and ensure timely resolution according to service level agreements (SLAs).
• Diagnose and troubleshoot hardware, software, network, and infrastructure problems, both remotely and on-site if necessary.
• Resolve escalated technical issues that couldn't be resolved by Level 1 or 1.5 support engineers, ensuring timely resolution within agreed-upon SLAs.
• Maintain effective communication with clients, keeping them informed about the status of their support requests and providing guidance on issue resolution.
• Maintain accurate records of support requests, troubleshooting steps, and resolutions. Create and update documentation for known issues and solutions.
• Implement and maintain monitoring solutions to detect and address potential issues before they become critical.
• Assist in planning and executing technology upgrades and migrations for clients.
• Confidently troubleshoot Tier 1-Tier 2 issues, including Windows Server, Active Directory, Active Sync, LAN / WAN, MS Exchange, O365 (Teams, SharePoint, Azure, Auto Pilot, Intune, etc.

VMware, Azure, MDM, Disaster Recovery, Veeam, DNS, multifactor authentication, switches, routers, layered switches, corporate firewalls, server apps, WAP, and database maintenance.

• Communicate with clients using clear and concise communication to facilitate ticket status updates and product availabilities.
• Demonstrate a sense of urgency while acting in a professional, calm manner and managing appropriate and realistic expectations to ensure overall client satisfaction.
• Use critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply the most effective resolution methodology.
• Assist with the planning and implementation of IT projects, such as network upgrades, migrations, and deployments, ensuring successful execution and client satisfaction.
• Support development efforts of MSP / NOC tool stack to improve workflow, visibility, and reporting while assisting with integrations and development of a differentiated tool set.

Required Skills & Abilities :

• 4+ years of IT experience in managed services, help desk, service desk, desktop support, system administrator, or network administrator positions.
• Experience with systems integrations using tools such as Autotask, Kaseya VSA, IT Glue, Auvik, LogicMonitor, etc.
• Familiarity with APIs, webhooks, and other integration protocols for tool advancement.
• Ability to work on multiple priorities and / or projects simultaneously.
• Ability to build positive and collaborative relationships.
• Ability to work independently, prioritize tasks, honor rules of engagement, and follow policies, processes, and procedures.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations.

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and / or to receive other benefits and privileges of employment, please contact [email protected] .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal .

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity.

You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications.

You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application.

In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries ( we, our, or Vaco ) respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here .
• Virginia residents may access our state specific policies here .
• Residents of all other states may access our policies here .
• Canadian residents may access our policies in English here and in French here .
• Residents of countries governed by GDPR may access our policies here .

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to :

• the individual’s skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure.

The individual may also be eligible for discretionary bonuses.