Managed Services Engineer

Position:
Managed Services Engineer
Job Description:
The Arrow ECS services team is seeking a skilled and dedicated Managed Services Engineer (MSE) to join our growing team. The ideal candidate will be responsible for maintaining and optimizing client IT environments through proactive monitoring, management, and reactive support.
This role requires excellent problem-solving skills, strong technical knowledge, and the ability to work effectively in a fast-paced environment. The MSE will report directly to the Managed Services Manager and will have dotted-line responsibility to, and tight alignment with, Sales Engineering, Sales Teams, and Supplier Management. They will be responsible for delivering Arrow's proactive and reactive Managed IT services, ensuring high levels of client satisfaction, and driving continuous improvement in our service offerings. They will interface directly with Arrow channel partners and end-user customers. The ideal candidate will have a strong technical background, experience in both proactive and reactive managed services, some exposure to technical sales/marketing experience, and a passion for delivering exceptional customer service.
What You'll Be Doing:

• Provide Tier 1, 2, and Tier 3 managed services support for client issues, resolving complex technical problems.
• Deliver exceptional customer service to our clients, ensuring issues are resolved promptly and effectively.
• Proactively monitor client systems, networks, and applications to identify and resolve issues before they impact the business.
• Conduct regular system maintenance, updates, and patches to ensure security and reliability.
• Optimize system performance and reliability through ongoing analysis and tuning.
• Configure, install and manage solutions as required to support modern infrastructure and cloud solutions.
• Implement and maintain network security measures to protect client data and systems.
• Manage and support virtualized environments, including VMware, Hyper-V, or other virtualization technologies.
• Oversee cloud services and escalations such as AWS, Azure, or Google Cloud Platform.
• Implement and maintain backup and disaster recovery solutions.
• Perform regular backup verification and testing to ensure data integrity and availability.
• Maintain detailed documentation of client environments, configurations, and procedures.
• Generate and present regular reports on system performance, incidents, and improvements.
• Assist with the planning, design, and implementation of client projects, including system upgrades and migrations.
• Works closely with Arrow services vendors and partners
• Collaborate with other team members to ensure successful project delivery.
• Mentor peers who are developing skills

What We Are Looking For:

• Candidates MUST have knowledge of Palo Alto.
• Minimum of 3 years of experience in a technical managed services role
• Understanding of ticketing and monitoring systems and process
• Proven track record of success with clients and working across multiple functional areas
• Strong technical background with expertise in areas such as network management, cybersecurity, cloud services, and IT infrastructure. AI is a plus.
• Knowledge of industry-leading manufacturers such as Palo Alto, Microsoft, NetApp, Veeam, Citrix, Nutanix, VMware and Nutanix
• Proven track record of managing and delivering high-quality managed IT services.
• Excellent leadership and team management skills.
• Strong problem-solving and results-driven ideation.
• Exceptional communication and interpersonal skills.
• Ability to build and maintain strong client relationships.
• Relevant certification networking, systems, and virtualization (modern infrastructure)
• Must have experience utilizing Microsoft Office Products, SalesForce, and other presentation tools.
• "Whatever it takes" attitude and motivation to do whatever is necessary to assist in closing a deal
• Must be able to Travel 10% when needed.

Work Arrangement:

• Fully Remote: Must be able to travel to an Arrow office location as requested by Arrow leadership.

What's In It For You:
At Arrow, we are driving innovation and choice by offering employees a variety of benefits designed to keep you and your family physically and financially healthy.
Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Short-Term/Long-Term Disability Insurance
• Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
• Paid Time Off
• Tuition Reimbursement
• Growth Opportunities

And more!
Annual Hiring Range/Hourly Rate:
$81,900.00 - $125,400.00
Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.
Location:
US-CO-Colorado (Remote Employees)
Remote work employees may be required to be present at the closest designated Arrow office for work-related purposes, at the Company's request and sole discretion.
Time Type:
Full time
Job Category:
Sales
EEO Statement:
Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy)
We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time. We encourage your prompt application.