Support, design, build, manage, and configure solutions within customers’ managed platforms or services under SHI’s management.
Collaborate with internal teams, customers, and partners on projects and service improvement initiatives.
Monitor and optimize environments for optimal system performance.
Engage directly with customers through status updates, change requests, meetings, incident responses, and projects.
Track time and document work in SHI’s PSA system, submitting weekly timesheets.
Provide assistance to lower tiers when needed based on resource constraints.
Mentor and train lower tier engineering employees and service desk employees.

Bachelor's degree in a relevant field, equivalent practical experience, or 6-10+ years of relevant work experience (preferably in a managed services environment).
Demonstrated experience leading technical delivery, mentoring engineers, and owning outcomes in customer environments.
Experience working with version control systems (such as Git, Azure DevOps).
Familiarity with IT Glue, Autotask, DattoRMM, and diagramming/documentation tools.
Experience with automation and scripting to improve efficiency.
Experience with CI/CD pipelines and infrastructure automation where applicable.
Experience working with containerization solutions and/or managed Kubernetes platforms.
Travel by air for up to 10% annually for customer meetings, events, and/or office collaboration.
Must be able to work overtime and holiday work when business needs demand it.

Health, wellness, and financial benefits to offer peace of mind to you and your family.
Continuous professional growth and leadership opportunities.
World-class facilities and the technology you need to thrive – in our offices or yours.

Senior Managed Services Engineer – AI, Copilot

Key skills