Managed Services Engineer

Description

Are you passionate about cybersecurity and keen on protecting critical infrastructure? We are seeking a talented and dedicated Managed Services Engineer to join our dynamic IT team! As a vital member of our cybersecurity team, you will play a key role in identifying, assessing, and mitigating vulnerabilities within our systems and networks. This is an exciting opportunity to contribute to the safety and security of our digital assets and ensure the resilience of our operations.

Twin State Technical Services is a group of enthusiastic, fast-paced tech experts. We’ve been serving our clients in a variety of industries for more than 25 years. We provide our employees with an atmosphere to thrive by offering stability, paid professional development, excellent insurance benefits, PTO, and a close-knit, positive culture.

We recently earned the titles of “Best Cybersecurity Company of the Region” and “Best IT Support Company of the Region” for the third consecutive year by voters of the Quad Cities Business Journal subscribers. Our team of skilled engineers consistently delivers exceptional support, protecting businesses from ever-evolving cyber threats and empowering businesses in the Quad Cities region to focus on their growth and productivity. We value collaboration, creativity and a focus on the best solutions for our customers. 

Requirements

Duties/Responsibilities:

• Deploy and support managed service solutions such as endpoint protection, patching, system monitoring, secure remote access, and backup and disaster recovery.
• Investigate and resolve Tier 2 and Tier 3 technical issues related to managed services tools and platforms.
• Maintain service health and performance in alignment with defined SLAs.
• Assist in evaluating new service offerings and emerging technologies to expand or enhance the managed services portfolio.
• Collaborate with network engineers and cross-functional teams to resolve complex service incidents.
• Create and maintain documentation, including technical guides, runbooks, and internal knowledge base articles.
• Engage vendor support when necessary to escalate and resolve advanced issues, acting as a liaison between teams and external providers.
• Perform ongoing maintenance of managed services infrastructure, including software updates, license management, and server optimization.
• Deliver clients support via phone, email, and ticketing system with professionalism and urgency.
• Investigate EDR/MDR security alerts, coordinating with internal teams and external vendors to ensure timely threat response, resolution, and reporting.
• Support vulnerability management efforts by identifying, tracking, and assisting in the remediation of security risks across managed environments. 
• Participate in ongoing improvement of detection and response processes.
• Perform other related duties as assigned in support of service delivery excellence.

Skills/Abilities: 

• Strong analytical and troubleshooting skills to resolve technical issues efficiently.
• Clear and professional communication skills, both verbal and written.
• Ability to work collaboratively across technical teams and with clients.
• Proficient in producing documentation and knowledge base content.
• Strong organizational skills with attention to detail and process consistency.

Education and Experience:

• Bachelor’s degree in Computer Network Administration, Computer Science, or a related field.
• 1–3 years of experience in IT systems administration or support, ideally within a managed services or service provider environment.
• Familiarity with platforms like N-central, Veeam, SentinelOne, or similar tools is preferred but not required.