Job Description

Job Summary

Do you enjoy helping people with technology and are known as the go-to "computer person" in your family or friend group? If you're eager to start your IT career and love solving problems, we want to talk to you!

About Serverless Solutions

Serverless-Solutions is a growing Microsoft and Google Cloud partner. We help businesses navigate their cloud journey by providing expert IT support and solutions. We manage a wide range of IT environments for our clients, from desktops to cloud infrastructure. At Serverless-Solutions, we believe in building strong, lasting relationships with our clients and value teamwork.

Managed Services Engineer - Level 2, Role at Serverless Solutions

• As an Managed Services Engineer - Level 2, you will be a key player in our client support team, providing more advanced technical assistance and proactively managing client IT environments.
• You will handle a wider range of issues, from initial troubleshooting to deeper investigations and resolutions. You'll be working in hybrid IT environments, managing hardware, software, and cloud services with increasing independence.
• Your primary responsibility will be contributing to the overall health and stability of our clients' IT operations and delivering exceptional technical support.
• This role is ideal for an experienced IT professional looking to expand their skills, take ownership of client environments, and grow within the MSP industry.

We are looking for someone who ...

… Is deeply customer-centric and strives for proactive solutions: You are not just reactive, but actively look for ways to improve client IT environments and prevent issues before they occur.

… Is proficient in modern technologies and proactively stays up-to-date: You have a solid understanding of current IT trends, particularly in cloud technologies, and are committed to continuous learning and skill development.

… Can confidently represent our team and act as a trusted advisor to clients: You possess the technical expertise and communication skills to build rapport with clients and provide reliable guidance.

… Is ready to provide technical guidance and mentorship to L1 support team members: You are comfortable sharing your knowledge and experience to help junior team members develop their skills.

… Has excellent written and verbal communication skills, including explaining complex technical concepts clearly: You can effectively communicate with clients and team members at all technical levels.

… Has demonstrable experience working in hybrid IT environments managing hardware, software, and cloud infrastructure: You have hands-on experience troubleshooting and supporting a range of IT systems, including cloud platforms.

… Takes ownership of maintaining the overall health and proactively improving the IT operations for assigned clients: You are accountable for the stability and performance of your clients' IT and actively seek opportunities for optimization.

… Can contribute to maturing our business and processes by identifying areas for improvement and efficiency gains: You are proactive in suggesting and implementing process improvements to enhance customer experiences and team efficiency.

Responsibilities

• Build and maintain strong, proactive relationships with key client contacts and potentially act as a primary technical point of contact for smaller clients: Develop trust and rapport with clients, becoming a go-to resource for their technical needs.
• Provide technical leadership and guidance to L1 support team members, including mentoring and knowledge sharing: Share your expertise with junior team members and contribute to their professional development.
• Independently manage and troubleshoot technology environments including networking, desktops, servers, phones and cloud infrastructure: Take ownership of resolving a wider range of technical issues across various IT domains with less direct supervision.
• Proactively monitor Azure environments for security, compliance, and cost controls, and implement improvements: Go beyond basic monitoring to actively analyze Azure environments and implement changes to improve security, compliance, and cost efficiency.
• Expertly utilize tools like Intune for advanced end-point management, deployments, patching, and security configurations: Leverage endpoint management tools to implement more complex configurations and proactively manage endpoint security.
• Provide Level 1, 2, and handle a significant portion of Level 3 support requests, primarily on Microsoft-centric infrastructure: Independently resolve a broader spectrum of technical issues, including more complex Level 3 problems, before escalation to higher tiers.
• Lead and execute small to medium-sized projects to help improve clients' security, collaboration, or cost posture, with minimal supervision: Take the lead on implementing IT projects, demonstrating project management skills and technical expertise.
• Expertly apply IT troubleshooting and technical support best practices and contribute to their refinement: Demonstrate mastery of troubleshooting methodologies and contribute to improving team processes and knowledge bases.
• Independently control and monitor security, data, network access, and backup systems, proactively addressing potential vulnerabilities and issues: Take a more proactive role in managing security and data protection, identifying and mitigating potential risks.
• Communicate effectively with client stakeholders and internal leadership on ongoing activities, project status, and potential risks: Clearly and professionally communicate with both technical and non-technical audiences regarding IT operations and project updates.

Qualifications

• Bachelor's degree in computer science, MIS, or relevant field strongly preferred; equivalent relevant experience will be considered. Formal education is highly valued, or significant demonstrable experience.
• 3+ years of progressive experience in a related IT support role, with demonstrable MSP experience preferred. Solid, hands-on experience in IT support, ideally within an MSP environment.
• Proven experience in a similar IT support role with increasing levels of responsibility and technical complexity. Demonstrated career progression and a track record of handling more challenging technical tasks.
• Strong expert-level technical problem-solving and communication skills. Exceptional troubleshooting abilities and the capacity to communicate complex solutions effectively.
• Solid hands-on experience with Cisco, Google Cloud, Azure, and Office 365 is highly preferred. Practical experience with cloud platforms and networking technologies is strongly desired.
• Preferred: Relevant Microsoft certifications (AZ104, AZ305, MS-900, etc.) or equivalent industry certifications (CompTIA Server+, Network+, Security+, etc.).

Location

Houston, TX. This is a 75% on-site role. You will be expected to be in the office from 8:00 AM - 5:00 PM.

Job Type

Full-time

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Compensation Package

• Bonus Opportunities

Schedule

• Monday through Friday

Experience

• 3+ years of relevant IT Support experience (MSP experience preferred)

Work Location

• In person

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