Overview

AT CTSi, we believe we are a team. A “band of brothers” where together we are better and stronger. The number one goal for every CTSi team member, beyond our demonstrated respect and care for each other, is to deliver premier-level IT solutions and experiences for our clients. Client satisfaction is paramount. A Cloud/Server Engineer plays an important role in making sure this happens.

With today’s accelerated innovation pace in cloud server/network and security technologies, a Cloud/Server Engineer must have a hunger to learn and master new leading technologies and, in this role, keep CTSi at the forefront of these technologies as they help guide the engineering, deployment and ongoing protection and support of these technologies in our client’s environments.

CTSi embraces a very human and relational approach to how we work and support each other as a team and how we interact with our customers. Any role at CTSi is based on this foundation. This is not a position for someone who prefers to work alone with the reduced team and customer interaction.

At a high level, a Cloud/Server Engineer’s role is to assist in the following:

• Design / Engineer server, cloud, and network solutions and environments — both physical and cloud / virtual
• Configure / Implement / Install / Setup solutions / environments
• Maintain, Administrate, Secure, and Support solutions/environments
• Onboard / Offboard / Manage client accounts, users, and systems / devices
• Automate and create increased efficiencies with profiles, scripting, and integrations wherever possible
• Provide exceptional, complete, and trusted specifications for the sales team to deliver accurate proposals and Statements of Work (SOW)
• Assist with creating and maintaining best-in-class process documentation to guarantee repeatable results

Requirements

• A love of (and demonstrated ability to) analyze and solve server hardware, software, and cloud-related problems and challenges — particularly related to client business objectives.
• A deep desire to deliver an amazing customer experience.
• Self-driven and able to work both independently (with strong accountability) and proactively in a team environment.
• Ability to speak both “Geek” AND human — and tailor to the appropriate contacts.
• Excellent written and verbal communication / interpersonal skills in English.
• Attention to detail, documentation, and best-in-class processes.
• Commitment to integrity, accountability, and taking personal responsibility.
• Proactive and Responsive in communications with management, your team and CTSi clients.
• Ability to ask the right questions at the right time and be a good listener.
•  5+ years of experience as a Level 2-3 technician/engineer preferably in a Managed Service Provider (MSP) environment.
• In-depth and proven knowledge/experience with Windows 10, Windows Server operating systems, Exchange Server, SQL Server, virtual machine technology (i.e., Hyper-V, VMware), virtual desktops, remote access/remote desktop services, Group Policies, and Active Directory.
• In-depth and proven knowledge and experience with current Microsoft Cloud solutions including, but not limited to, Microsoft 365 Administration, Azure, Azure Virtual Desktop (AVD), SharePoint, Teams, and PowerShell.
• In-depth experience with business continuity, server backups, and disaster recovery solutions.
• In-depth knowledge and experience with network connectivity, routers, firewalls, and security.
• A desire and aptitude for learning and implementing new technologies. Able to keep up with and adapt to the fast-paced IT world.
• Willing to invest time in ongoing education and certifications.
• Understanding and experience with support tools, techniques, and technologies including, but not limited to helpdesk/ticketing apps, remote monitoring and management (RMM) tools, and documentation tools.
• Ability to accommodate flexible working hours including the ability to work from a CTSi office, during CTSi standard office hours (8:00 am – 6:00 pm EST), during normal weekdays, as well as availability during scheduled after-hours on-call. Occasionally pre-scheduled after hours or weekend project work and/or urgent onsite support may be needed.

NOTE: This is not a remote work position. Most work will predominantly be performed at a CTSi office and/or onsite at a client location. Limited remote work is available for approved situations at CTSi management’s discretion.

Responsibilities

• Demonstrate adherence and embodiment of CTSi core values and disciplines.
• Engineer, deploy, monitor, and maintain customer and CTSi physical and cloud infrastructure, network, and systems.
• Document all resolutions and changes to the client or CTSi IT infrastructure/environments.
• Perform troubleshooting and support for customers and/or CTSi as assigned/dispatched and provide a resolution within SLAs.
• Maintain proactive communication with CTSi management, team (particularly CTSi’s HelpDesk Admin / Service Dispatch, CTSi’s IT manager, and CTSi’s HelpDesk Admin/Service Delivery Manager) AND to the client (as appropriate or as directed) using standard CTSi communication apps/tools (Email/Outlook, Teams, and VoIP phone/softphone app.
• Provide needed information for IT products or services to the internal CTSi technical and/or sales team (i.e., for proposals, etc.).
• When a task involved any direct interaction with the client, delight the client with a friendly and helpful experience. Behind-the-scenes work should be thoughtful, timely, and complete and generate continued client confidence and satisfaction in what is delivered.
• Follow Standard Operating Procedures (SOPs) and documented processes for client projects, client contracts, internal CTSi projects, and any ongoing recurring tasks for clients and/or CTSi internally.
• For any task(s) that may be repeatable, make sure process documentation exists and is current. If no process documentation exists, or if existing documentation is outdated, assist with creating or updating process documentation.
• Follow the schedule provided by CTSi assigned project manager, IT manager, and/or HelpDesk Admin / Service Delivery Manager.
• Follow CTSi security procedures and keep a vigilant eye for security issues.
• Log ALL time, task details, and communications (with internal CTSi staff, other CTSi resources, and with clients), LIVE (as work is performed) in
  all appropriate tickets via CTSi’s ticketing system.
• Submit timesheets (if hourly) and expense reports in a timely manner per CTSi pay periods.

Nice to Have

• Hands-on experience with Nerdio Manager for MSP for deployment, management, and optimization of Microsoft Azure Virtual Desktop environments.
• Experience with MSP management, ticketing, and RMM apps including Autotask PSA and Datto RMM.
• Experience with profile and mobile device management and tools including Microsoft Intune / Autopilot, Meraki System Manager, JAMF Pro, etc.
• Experience with documentation systems such as IT Glue.
• Professional IT certifications related to Microsoft Server, Microsoft Azure Architect/Engineer, Microsoft 365, Network, and Security.
• Experience and comfortability with both Windows and Apple operating systems and devices.

Pay & Benefits

• This is a full-time salaried position. The starting salary range of this position is $60K. Actual salary is dependent on experience level and skill set, among other factors.
• Benefits are offered after 90 days.
• Included benefits:
  • Health Insurance
  • Fourteen(14) Paid Holidays
  • Ten(10) Paid Vacation Days (starting off)
  • Five(5) Paid Health/Sick Days
  • You get your birthday off!
  • Company provided Laptop and Smartphone
  • CTSI Attire (i.e., shirts, jackets, etc., as determined by CTSi)
  • Training & Certification (per mutually agreed on curriculum/schedule)
• Ancillary benefits may be offered Including:
  • Dental
  • Vision
  • Life Insurance
  • 401K
• Incentives for reaching individual team and company goals.
• Great team experience and culture in a strongly collaborative environment.
• A proactive approach to ongoing training to help the development of life-long skills.

COVID-19 Related

• At CTSi it’s important that team members value their own health, the health of their teammates, and CTSi customers. This includes being willing to be vaccinated and maintaining updated vaccinations for viruses including but not limited to COVID-19, influenza, etc.
• In addition to vaccinations, we follow the direction of the CDC and local health organizations in recommendations surrounding any national and local health situations. This includes but is not limited to wearing masks if/when it is recommended to contain the spread of a virus or disease.