(Tier 1) Cloud & Managed Services Engineer - US - Calian Corp.

For more than 40 years, Calian has been solving the world’s most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us, from the medical professionals who care for us to the governments, schools, and companies that make the world better every day.

Position Overview

We are seeking a qualified Cloud and Managed Services Engineer who is sometimes the first impression customers have of our organization. This important position will be responsible for taking inbound customer support requests and providing solutions to hardware and software issues. This position identifies, researches, and resolves technical issues over the phone, via email, and via remote connections.

The work hours for this position are Monday through Friday, 10 a.m. to 7 p.m. This is an onsite position with no remote work opportunity.

Responsibilities

• Provide remote and onsite IT support relating to technical issues involving Microsoft’s core business applications and operating systems, ensuring customer SLAs are met.
• • Provide basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, Kaseya, and other tools
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Enter service tickets and documentation maintenance into ConnectWise system
  • Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or outages
  • Build long-lasting relationships with customers to ensure retention
  • Work with NOC Management to build regular meetings and KPI reviews to ensure that we meet our customers’ needs
  • Serve as a point of escalation for business-impacting or highly visible issues
  • Support disaster recovery solutions
  • Perform other duties as required and/or assigned
  • Employee must be able to perform essential functions of the job with or without reasonable accommodation

Qualifications

• Advanced understanding of operating systems, business applications, printing systems, and network systems
• In depth knowledge of Active Directory, DNS, DHCP, etc.
• In depth knowledge of Windows OS
• Knowledge of Azure, AWS
• Interpersonal skills: such as telephony skills, excellent communication skills, active listening, and customer-care
• Ability to multitask and adapt to changes quickly
• Technical awareness: the ability to appropriately match resources to technical issues
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment

EEO Statement

Calian is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.

Job Title: (Tier 1) Cloud & Managed Services Engineer

Location 1: Houston, TX

Remote: No

Business Unit: IT & Cyber Solutions
Department: Information Systems & Information Technology

Job Type: Full-Time