Technical Engineer

Overall profile they want

• • Someone currently in a service desk / field engineer / systems engineer role at an MSP who wants to move from reactive support to a proactive, consultative role.
  • Roughly 3–5 years of hands‑on engineering experience
  • Mid‑level technical depth: can log into servers, firewalls, and switches; navigate infrastructure; understand how components fit together; not expected to be a “guru.”
• Core responsibilities (day‑to‑day TAM work)
  • Perform technical health audits of client environments using ~best practices.
  • Primarily remote auditing of infrastructure:
    • Log into firewalls, confirm security features/settings, flag misconfigurations or gaps.
    • Use tools like ScalePad or ITGlue/MyITProcesses when available (nice to have, not required).
  • Occasionally visit client sites as needed (e.g., check server rooms), but most work is back‑end/remote.
  • Identify issues, flag and discuss them with TJ in 1:1s, then:
    • Determine risk level.
    • Decide whether to escalate to the Account Manager or handle within the team.
  • Over time, goal is for this person to run largely autonomously—owning their review schedule, site visits, and follow‑ups, with the manager/coach.
• Audit and project‑management expectations
  • Auditing itself can be taught; more important is the technical foundation to understand what they’re looking at.
  • Candidate should know how to:
    • Remotely access infrastructure (servers, switches, firewalls) and locate key settings.
    • Interpret basic security and configuration states and map them to business risk.
  • Project management is a nice‑to‑have, not required:
    • Helpful if they’ve coordinated pieces of a larger effort (e.g., working with vendors to install servers, coordinating networking changes).
    • Full end‑to‑end PM experience is not required and can be developed on the job.
• Three “non‑negotiables”
  • 1) Technical capability
    • Solid mid‑level engineering background (servers, networking, troubleshooting, MSP tools/flows).
    • Understands basic security and infrastructure best practices (e.g., MFA for email, cyber hygiene).
    • Familiarity with frameworks like CIS or NIST is a plus, not mandatory, but shows the right TAM mindset.
  • 2) Strong interpersonal / client‑facing skills
    • Able to explain technical concepts without jargon to non‑technical stakeholders (finance, HR, business leaders).
    • Can “walk the walk, talk the talk” with clients—confident, consultative, not robotic.
  • 3) Proactive, big‑picture mindset
    • Thinks in terms of preventing issues upstream rather than only reacting to tickets.
    • Comfortable identifying risk, flagging it, and helping shape recommendations.
• Preferred background
  • MSP experience is strongly preferred.
  • Field service / on‑site support is a plus because those candidates understand how real environments work and how hardware connects (“this switch drives this server, which impacts this app”).
• Location, hybrid expectations, and travel
  • New hire expectations:
    • First 30–90 days: in office more frequently (initially full weeks), to learn, collaborate with infrastructure engineers, and build relationships.
    • After ramp‑up, role becomes hybrid/mostly remote, with some onsite client visits as needed.
  • They have both Naperville and downtown Chicago offices; final home base will depend on where the candidate lives.