Job Title:
Level 3 Proactive IT Engineer
Location:
Charlotte, North Carolina
Department:
Proactive Department
Reports To:
COO
Job Description:
The Level 3 Proactive IT Engineer serves as a senior technical resource within the Proactive Services department. This role centers on technology alignment, infrastructure assessments, remediation planning, and high-level solution implementation. The engineer acts as a bridge between strategic IT guidance and technical execution, collaborating with vCIOs, account managers, and service delivery teams to ensure client environments are secure, standardized, and in line with best practices.
Key Responsibilities:
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Perform regularly scheduled Technology Alignment Reviews across client environments
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Assess client infrastructures against MSP-defined best practices and standards
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Document gaps, create remediation plans, and escalate strategic items to the vCIO
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Proactively identify and reduce risk by addressing misconfigurations or vulnerabilities
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Identify customer technical risks and collaborate with internal teams accordingly
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Assist with escalated projects and complex service requests, including:
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Server upgrades
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Network redesigns
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Azure/M365 migrations
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Firewall deployments
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Drive complex problem resolution across servers, networks, cloud services, and security
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Maintain a high level of customer satisfaction
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Build strong, trustworthy relationships with clients
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Communicate effectively with both technical and non-technical stakeholders
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Ensure client documentation (e.g., in IT Glue) is accurate, current, and standardized
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Contribute to the continuous improvement of internal standards, checklists, and best practices
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Perform other appropriate duties and responsibilities as assigned
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Adopt continuous learning and improvement practices in all aspects of the position
Key Performance Indicators (KPIs):
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Completed Technology Alignment Reviews
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Accuracy of Technology Alignment Reports
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Quality of technical recommendations provided to the vCIO
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Reduction of reactive issues at assigned client sites
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Accuracy and completeness of client documentation
Note: This job description is not intended to be a complete list of responsibilities, duties, or tasks. These may change or be assigned at any time with or without notice.
