Managed Services Engineer

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours. 

Role Description

• Implement, administer, and support Windows Server environments across multiple MSP customers using established standards and procedures.
• Deploy, configure, upgrade, and troubleshoot Microsoft infrastructure services, including Active Directory Domain Services, Group Policy, DNS, DHCP, certificate services, file and print services, and related Windows roles and features.
• Support hybrid identity and access solutions integrating on-premises Active Directory with Microsoft Entra ID and associated synchronization technologies.
• Install, configure, maintain, and troubleshoot Microsoft and third-party server applications, middleware, web services, scheduled services, and application dependencies.
• Participate in server builds, platform upgrades, application migrations, hardware refreshes, and data center modernization initiatives.
• Troubleshoot operating system, authentication, application, virtualization, storage, backup, and performance issues, escalating complex problems when appropriate.
• Apply security hardening, patching, vulnerability remediation, configuration standards, and privileged-access practices to maintain secure and supportable environments.
• Implement and support highly available and resilient solutions using Windows failover clustering, load balancing, virtualization, backup, replication, and disaster recovery technologies under established designs.
• Create and maintain PowerShell scripts for administration, reporting, health checks, and repeatable operational tasks.
• Create and maintain build documents, support procedures, configuration records, and knowledge articles, and contribute to solution documentation.
• Work with customer stakeholders and senior technical resources to gather requirements, communicate progress and risk, and support implementation and transition to operations.
• Collaborate with networking, security, cloud, database, and application teams to deliver solutions and resolve cross-platform incidents.
• Participate in an on-call rotation and provide support for critical incidents, problem management, and service restoration.

Behaviors and Competencies

• Collaboration: Can proactively seek out diverse perspectives, facilitate open communication among team members, and drive toward consensus and action.
• Initiative: Can proactively seek out challenges, initiate projects, and contribute to innovative ideas.
• Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.
• Customer Service: Can proactively seek out customer feedback, empathize with customers, and tailor solutions to their unique needs.
• Technical Troubleshooting: Can proactively seek out potential technical problems, initiate preventive measures, and contribute to innovative solutions.
• Time Management: Can consistently use time effectively, balance multiple tasks, and meet deadlines.
• Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.
• Willingness to Learn: Can regularly integrate new skills and knowledge into daily work and is open to feedback and making changes accordingly.
• Self-Development: Can actively seek feedback and use it constructively for personal growth.

Skill Level Requirements

• 3+ years of relevant experience as a Systems Engineer, Windows Engineer, Infrastructure Engineer, Systems Administrator, or similar role within an MSP or enterprise environment.
• Working knowledge of current and commonly deployed Windows Server versions, including installation, configuration, lifecycle management, patching, security, performance monitoring, and troubleshooting.
• Hands-on experience with Active Directory Domain Services, Group Policy, DNS, DHCP, certificate services, trusts, replication, authentication, and identity-related troubleshooting.
• Experience supporting Microsoft server platforms and services such as IIS, Remote Desktop Services, Windows file services, failover clustering, and Microsoft SQL Server infrastructure dependencies.
• Experience supporting enterprise applications, including installation, upgrades, service accounts, certificates, dependencies, integrations, performance monitoring, and vendor escalation.
• Experience with Hyper-V and/or VMware virtualization, including virtual machine lifecycle management, clustering, capacity, performance, and high-availability concepts.
• Working PowerShell skills for administration, data collection, and repeatable operational tasks.
• Familiarity with enterprise server hardware and storage platforms, including firmware, drivers, RAID, SAN/NAS connectivity, multipathing, and hardware diagnostics.
• Experience with backup, recovery, replication, and disaster recovery processes for Windows workloads and applications.

Networking & Hybrid Environments

• Understanding of TCP/IP, routing, switching, VLANs, firewalls, load balancers, name resolution, certificates, and network troubleshooting as they relate to Microsoft systems and applications.
• Familiarity with Microsoft Entra ID, Azure integration, and hybrid management concepts, along with practical experience supporting on-premises environments.

Technical & Professional Skills

• Ability to follow established designs and implementation plans, contribute to migration and testing activities, and produce clear operational documentation.
• Strong analytical, troubleshooting, documentation, communication, and customer service skills.
• Ability to effectively participate in technical discussions, manage assigned priorities, and escalate issues appropriately.
• Practical implementation skills and sound technical judgment.
• Strong operational discipline and attention to detail.
• Ability to take ownership of assigned work and prioritize responsibilities effectively.
• Strong cross-functional collaboration and knowledge-sharing skills.

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent work experience.
• Ability to work effectively with customer stakeholders and senior technical resources.
• Ability to support multiple customer environments within an MSP setting.
• Ability to collaborate across networking, security, cloud, database, and application teams.
• Ability to participate in an on-call rotation and support critical incidents, problem management, and service restoration.
• Strong customer focus and clear technical communication.

• Relevant Microsoft certifications in Windows Server, hybrid administration, identity, security, or Azure, or comparable demonstrated expertise.
• Experience with Microsoft System Center, Windows Admin Center, endpoint or server management platforms, monitoring tools, and configuration-management technologies.
• Experience with Microsoft Exchange Server, Active Directory Federation Services, public key infrastructure, SQL Server administration, or other specialized Microsoft server products.
• Experience working in regulated environments and implementing controls aligned with frameworks such as PCI DSS, HIPAA, CIS, or NIST.
• ITIL Foundation certification or practical experience with incident, problem, change, and configuration management processes.

The base salary range for this position is $70,000 - $110,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $85,000 - $140,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.      

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status