Job Description

MSP-Specific Responsibilities

• Client Environment Management: Provide ongoing support for a portfolio of clients, ensuring their IT environments are functioning optimally. This includes monitoring, troubleshooting, and resolving issues related to cloud infrastructure, networking, and security.
• Proactive IT Management & Monitoring: Use proactive monitoring tools to oversee client systems, identify potential issues early, and ensure maximum up time. Proactively address vulnerabilities and maintenance needs, always adhering to best practices.
• SLA Compliance & Reporting: Ensure all service delivery meets or exceeds the pre-agreed SLAs. Regularly track and report on system performance, issue resolution times, and other key metrics to the client.
• Security & Compliance: Implement, monitor, and maintain security protocols for all clients. This includes managing firewalls, VPNs, endpoint security, and conducting vulnerability assessments. Ensure that clients' systems comply with relevant regulatory frameworks and security standards.
• Disaster Recovery & Backup Solutions: Implement and manage disaster recovery and business continuity strategies for clients, ensuring that their data is safe and recoverable in case of an incident.

Essential Duties and Responsibilities

• Onsite Client Support: Provide dedicated onsite support to clients in the DMV area, troubleshooting and resolving network, server, and cloud-related issues.
• Infrastructure Management: Manage client infrastructure projects, including migrations, refreshes, and upgrades, ensuring minimal disruption to business operations.
• Proactive System Monitoring: Monitor client systems proactively, implementing solutions to avoid disruptions and ensuring security and reliability.
• SLA Management & Reporting: Ensure compliance with service-level agreements (SLAs), providing regular updates to clients on system health, issue resolution, and performance metrics.
• Security Maintenance: Continuously assess and improve security systems, ensuring client data is protected and compliance requirements are met.
• Client Documentation: Maintain detailed documentation of each client’s IT infrastructure, including configurations, procedures, and maintenance schedules.
• Additional requirements may exist if offer of employment is extended.

Qualifications

Primary Technologies We Use

• Microsoft Azure and other cloud IaaS solutions for scalable infrastructure
• Routers & routing protocols, particularly Cisco / Meraki, for secure and optimized network setups
• Firewalls, VPNs, and remote access solutions for secure network management
• VMware for virtualization and efficient resource management
• Microsoft 365, Azure, Linux for client productivity and collaboration tools
• Dell and HP Workstation/Server Hardware for reliable, high-performance systems

Additional Information

Education and Experience

• Bachelor’s degree in IT, Computer Science, or a related field with 5+ years of relevant experience
• Extensive experience in an MSP environment, managing diverse IT infrastructures and ensuring the highest levels of client satisfaction
• Proficiency in cloud platforms (Azure, AWS), enterprise networks (Cisco, Meraki), and cybersecurity solutions
• Certifications in Microsoft, Cisco, VMware, or other relevant technologies are preferred

Proven track record in managing IT services for multiple clients while meeting or exceeding SLAs