Tier 1 Support Engineer/IT Managed Services

About Calian

At Calian, we help organizations overcome obstacles, manage risks, and drive progress. Since 1982, we've grown from a small consulting firm into a trusted global company across defence, space, health, nuclear energy, public safety, and government.

We create innovative solutions that tackle complex challenges and help organizations and communities stay resilient, informed, and connected. If you're driven by purpose and energized by solving real-world challenges, we want you on our team.

Job Type: Full Time

Position Overview

The Cloud & Managed Services Engineer works out of the Network Operations Center (NOC).

This position supports a 24/7 operations environment. While a primary schedule will be assigned, shift times may be adjusted periodically to meet customer, business, or operational demands.

Work schedules may vary based on business needs, operational requirements, and team coverage. Candidates should be comfortable working a flexible schedule, including potential adjustments to shift assignments as needed.

Responsibilities

• Deliver exceptional customer experiences.
• Work on a schedule basis, which may include nights, weekends, and night-weekend shift (2nd / 3rd shift)
• Process requests and issues reported by monitoring tools, ticketing tools, calls and emails relating to but not limited to various technologies supported by Managed Services
• Thorough technical knowledge of various technologies such as:
• Microsoft core business applications and operating systems.
• Disaster recovery solutions (a plus).
• Various networking devices such as routers/switches/access points etc.
• VOIP, Cloud Calling, business phone systems solutions
• WebEx, Finesse, MS Teams (a plus)
• Security devices
• Cloud Solutions - AWS, Azure, Google (a plus)Basic remote access solution supports: VPN, Connectwise Automate, and other tools
• Work with vendors and service providers to open repair tickets and hardware RMA
• Obtain and maintain certifications and accreditations consistent with job responsibilities.
• Take ownership of open tickets, manage priority, and provide updates in a timely manner to end customer.
• Perform initial troubleshooting and information gathering.
• Follow SOP documented in Knowledgebase system.
• Timely escalation on tickets to Tier 2/Tier 3 team.

Responsible for:

• Weekly time entry in the ITSM platform
• Expense reports
• Perform other duties as required and/or assigned
• Employee must be able to perform essential functions of the job with or without reasonable accommodation
• The Cloud & Managed Services Engineer does not have any direct reports.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
• Diagnosis skills of technical issues
• Ability to multitask and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all the organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment

Must be eligible to work for any U.S. employer without the need for sponsorship now or in the future

#LI-CH1# #SF#

Compensation: $55,000 to 60,000

AI Usage Disclosure

At Calian, we do not use Artificial Intelligence (AI) to screen or evaluate candidates. AI tools may support backend administrative tasks, but they do not influence hiring decisions. All evaluations and decisions are made by real people on our recruitment team and hiring managers. All applicants are reviewed and only those chosen for an interview will be contacted by our recruiting team.

How we hire

• Our approach

Our hiring process is designed to help us get to know you and discover if you are the best fit for our team. It's also an opportunity for you to gauge if a role at Calian is the right fit for you.

Throughout the process, we'll share details of the kind of work you'll be doing, the projects you'll be working on, the team you'll be joining, and what it's like working at Calian. Our biggest tip throughout the process is to just be your authentic self!

• Experience and accommodations

Our commitment to diverse, yet highly specialized solutions require many different skills and abilities. We look for the best talent that can contribute to Calian's success as well as enhance our culture. We encourage you to apply to a role or join our talent community and sign up for job alerts that match your area of expertise and what you are looking for in your next opportunity.

During the recruiting process, you're encouraged to notify us of any accommodations you may require. We'll be happy to help.

• CV and cover letter tips

We give the same time and consideration to everyone who applies. Here are a few things you can do to ensure your application shines:

• Do your research on Calian, the department, and team you are looking to join

• Add a cover letter that explains why you are a good fit for this position

• Share a portfolio, personal websites, or links to your professional social media

• In your CV, highlight your key achievements - this is your time to brag

• Include dates! Share the timeline of your experience

• Stand out by tailoring your resume to each position you apply to

• Only apply to roles you're genuinely interested in and that align to your experience

• Interview tips

• Be prepared! Do your research on Calian, the department, and team you are looking to join

• View the responsibilities for the role and find examples that demonstrate how you've completed these in your previous work experience

• Prepare a list of questions to ask us

• Dress business casual for your interview (virtual and in person)

• Our decision

• We assess your skills and fit, you assess our fit for you

• We keep you updated and share expectations as we make progress in the recruiting cycle

• Feel free to reach out to your Talent Acquisition Specialist at any time during the hiring process