Join a cybersecurity company as an IT Services Engineer in a full-time role supporting managed IT security services for organizations facing cyber threats. This organization specializes in safeguarding clients through full network visibility, active defense approaches, packet capture, and threat hunting. Based in Scottsdale, Arizona with occasional client site travel, you'll work as part of the Managed IT Security Services Team providing technical guidance and high-level customer service to employees and clients. The role involves managing help desk queues, supporting VMware and PacketWatch security systems, maintaining client relationships, and ensuring service level agreements are met. You'll work with a team of experienced security professionals entrusted with sensitive information, maintaining the highest ethical and integrity standards while providing efficient technical support.
This is an exceptional opportunity to work in a cybersecurity-focused environment where you'll gain valuable experience supporting managed detection and response (MDR) and incident response (IR) clients. Unlike traditional help desk roles, this position combines IT support with security operations, including NOC alert monitoring, EDR alerts, and PacketWatch system administration. You'll develop deep expertise in VMware, Linux-based security systems, and cloud platforms while working directly with clients on their cybersecurity infrastructure. The role offers significant variety, from troubleshooting client workstations and servers to preparing VMware hosts for security system deployments. You'll build strong client relationships by serving as the primary engineer for assigned clients, performing monthly maintenance, and ensuring their security systems run optimally. The position provides exposure to security best practices including firewalls, access control, encryption, and compliance frameworks like SOC 2 and HIPAA. With a billable utilization target of 55%, you'll balance client support with internal projects and system administration. The on-call rotation (one week at a time monitoring after-hours SMS alerts) is manageable and shared across the team. Working in Scottsdale with remote work flexibility and occasional client travel offers work-life balance while serving diverse clients. The company invests in employee development through continuing education and certification opportunities.
Required Skills & Experience
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 3 to 5 years of experience in IT support or help desk environments
- In-depth knowledge of operating systems including Windows, Linux, and macOS
- Proficiency with virtualization technologies such as VMware and Hyper-V
- Experience with cloud platforms including AWS, Azure, or Expedient
- Experience in networking including DNS, DHCP, IP addressing, and routing
- Strong technical knowledge of hardware, software, and networking
- Knowledge of security best practices including firewalls, access control, encryption, and compliance (SOC 2, HIPAA)
- Experience with Active Directory and user account management
- Office 365 administration experience
- Understanding of basic networking concepts including TCP/IP
- Strong problem-solving skills with ability to troubleshoot wide range of IT issues
- Excellent communication and interpersonal skills
- Ability to interact effectively with end users and team members
- Ability to manage multiple tasks and prioritize work
- Commitment to meeting service level agreements and response times
- Ability to lift and transport equipment
- Willingness to work outside regular business hours for critical issues and maintenance windows
- Availability for on-call rotation
- Ability to travel occasionally to client locations
Desired Skills & Experience
- Experience with PacketWatch or similar security monitoring systems
- MDR (Managed Detection and Response) experience
- Incident Response (IR) background
- VMware advanced certifications
- Linux system administration experience
- AWS or Azure certifications
- Security certifications (Security+, CySA+, CISSP)
- Experience with IT documentation tools like IT Glue or PassPortal
- Ticketing system experience
- Network Operation Center (NOC) experience
- EDR (Endpoint Detection and Response) platform familiarity
- Experience with backup systems and verification
- Firmware update and patch management experience
- Storage system experience (Nimble, QNAP)
- Switch and firewall configuration knowledge
- Proxmox virtualization experience
What You Will Be Doing
Tech Breakdown
- 35% Client Support and Maintenance (primary engineer duties, monthly maintenance, troubleshooting)
- 25% Help Desk Queue Management (ticket triage, NOC alerts, end user support)
- 25% PacketWatch System Administration (VMware hosts, IDS servers, health checks)
- 15% System Administration and Projects (internal network, updates, additional projects)
Daily Responsibilities
- 55% Billable Client Support (technical support, troubleshooting, maintenance, relationship management)
- 30% Help Desk and NOC Operations (ticket management, alert monitoring, internal support)
- 15% System Administration and Documentation (PacketWatch systems, internal network, documentation)
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