Managed Services Engineer (On-site)

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

• Associate degree in Information Technology or a related field, OR a minimum of 2 years of experience in a service desk or IT support role.
• Hands-on experience with:
  • Zendesk (or comparable ticketing system)
  • Network infrastructure (Meraki or similar)
  • Microsoft Intune and Entra
  • VMware virtualization platforms
• Basic understanding of Windows server roles and functions.
• Strong interpersonal skills: active listening, communication, and customer service.
• Ability to multi-task, adapt to changes quickly, and manage time effectively.
• Technical awareness: ability to match resources and tools to technical issues.
• Awareness of the IT services being supported.
• Typing and documentation skills to ensure quick, accurate entry of service request details.
• Self-motivated with the ability to work in a fast-paced environment.
• Must be eligible to work in the U.S. without the need for sponsorship.

• →Provide Tier I technical support to end users, both onsite and remotely.
• →Manage, prioritize, and document support requests through Zendesk.
• →Troubleshoot and resolve issues related to:
  • →Network infrastructure (Meraki or similar)
  • →Microsoft Intune and Entra
  • →VMware virtualization environment
  • →Windows servers and their roles
• →Deliver professional, white-glove field service support.
• →Escalate complex issues as necessary, ensuring timely resolution.
• →Maintain accurate and detailed ticket documentation.
• →Support end users by providing guidance on IT policies, tools, and best practices.
• →Perform effectively under pressure in a high-stress environment.

• Must work onsite at the corporate office during the first three months for training and onboarding.
• Operates in a professional office environment using standard office equipment (computers, phones, photocopiers, filing cabinets, etc.).

• Regularly required to sit, stand, talk, hear, and use hands and fingers to operate computer equipment.
• Must be able to stoop, kneel, or reach to install and move computer equipment.
• Specific vision abilities include close vision due to computer work.
• Must be able to lift and move up to 50 pounds as needed.
• Ability to work effectively in a high-pressure, demanding environment.

At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do.

We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.

As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law.

Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview, please email recruiting@trace3.com.

***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.