SUMMARY
The Managed Services Specialist is responsible for the technical ownership, optimization, and continuous improvement of the Company's managed cloud, virtualization, cybersecurity, backup, hosting, and infrastructure platforms. This position serves as the senior technical escalation resource for Managed Services and is accountable for maintaining service availability, security, performance, and SLA compliance across customer and internal environments.
The Managed Services Specialist works closely with internal departments, customers, vendors, and external contractors to ensure reliable service delivery while identifying opportunities to improve operational efficiency through automation, standardization, proactive monitoring, and infrastructure enhancements.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Managed Services Operations
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Own the day-to-day operation and lifecycle management of Managed Services platforms and supporting infrastructure.
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Ensure managed services meet established Service Level Agreements (SLAs), operational standards, and customer expectations.
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Monitor service health, availability, capacity, and performance across all supported platforms.
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Perform advanced troubleshooting and root cause analysis for complex infrastructure and application issues.
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Serve as the highest-level technical escalation resource for infrastructure, cloud, virtualization, cybersecurity, and hosted services.
Infrastructure Administration
Install, configure and maintain enterprise systems utilizing:
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Linux (Debian, RHEL)
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Docker engines and containers
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Windows Server
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VMware
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KVM and Frontends
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Hyper-Converged Infrastructure (HCI) or equivalent
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SAN/vSAN storage
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Veeam Backup & Replication
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Cloud based solutions
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Fortinet security platforms (FortiManager, FortiAnalyzer, FortiMail, EMS, EDR)
Manage and maintain critical infrastructure services including:
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DNS
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RADIUS
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LDAP
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Apache / NGINX / Caddy / HAProxy
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SFTP
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SMTP
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PostgreSQL
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MySQL
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Secure communications (IPSec / Cloudflare Proxy / Kasm / Authentik / Endpoint hardening / MFA implementations)
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Web management environments
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VPS hosting environments
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Vendor agnostic core and perimeter security
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Core monitoring platforms
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Event notification platforms
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Vendor agnostic routing and switching
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Wi-Fi networking
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SD-WAN deployments
Service Delivery & Continuous Improvement
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Design and implement automation solutions that reduce manual administrative tasks and improve operational consistency.
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Develop scripting and automation tools for provisioning, monitoring, maintenance, reporting, and bulk administrative operations.
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Evaluate existing infrastructure and recommend improvements that enhance security, reliability, scalability, and operational efficiency.
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Participate in the design, implementation, and migration of new managed service offerings.
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Develop operational standards, implementation procedures, and technical documentation.
Security & Compliance
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Perform system hardening following industry best practices.
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Coordinate operating system, firmware, and application patch management.
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Participate in vulnerability remediation efforts.
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Ensure backup, disaster recovery, and business continuity procedures remain operational and properly documented.
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Assist with security incident investigation activities.
Monitoring & Incident Management
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Observe and maintain enterprise monitoring platforms, logging systems, alerting tools, IDS/IPS solutions, fraud detection platforms, and performance monitoring systems.
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Analyze recurring incidents and implement permanent corrective actions.
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Coordinate major incident response activities with internal teams and external vendors.
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Produce operational reports, service metrics, and SLA compliance documentation.
Vendor & Customer Coordination
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Coordinate technical activities with managed service vendors and external contractors.
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Monitor contractor performance against contractual service levels.
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Participate in customer technical meetings as required.
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Provide technical recommendations for infrastructure improvements and service optimization.
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Assist engineering and sales teams with technical planning for Managed Services opportunities.
Operational Excellence
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Maintain accurate infrastructure documentation.
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Develop and maintain disaster recovery procedures and operational runbooks.
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Participate in change management planning, implementation, validation, and post-change review.
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Maintain awareness of emerging technologies and recommend improvements that enhance the Managed Services portfolio.
SUPERVISORY RESPONSIBILITIES
This position has no direct supervisory responsibilities but serves as a senior technical resource responsible for coordinating technical activities involving internal teams, vendors, contractors, and customer stakeholders.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
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Bachelor's Degree in Information Systems, Computer Science, Computer Engineering, or a related technical field.
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Minimum five (5) years of progressively responsible experience supporting enterprise infrastructure, virtualization, cloud services, cybersecurity platforms, or Managed Services environments.
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Equivalent combinations of education, experience, and industry certifications will be considered.
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Experience working within Managed Services (MSP/MSSP) environments is highly desirable.
KNOWLEDGE, SKILLS & ABILITIES
1. Linux (Debian, Ubuntu, Red Hat)
2. Windows Server
3. VMware
4. Hyper-V
5. KVM
6. Hyper-Converged Infrastructure
7. SAN Storage
8. Software Defined Networks and Storage
9. Fortinet Security Platforms
10. Vendor agnostic backup and replication tools
11. Reverse proxies
12. DNS
13. RADIUS
14. LDAP
15. SMTP
16. SFTP
17. SSH with certificate authentication
18. SNMP
19. Syslog
20. VPN (IPSec / Wireguard / SSL)
21. Routing and switching
22. VLANs
23. PostgreSQL
24. MySQL
25. Python
26. Golang
27. Bash
28. PowerShell
29. Automation scripting
30. Enterprise monitoring systems
31. Authentication platforms
1. Perform advanced troubleshooting of complex technical issues.
2. Conduct Root Cause Analysis (RCA).
3. Prioritize multiple production issues simultaneously.
4. Communicate effectively with technical and non-technical personnel.
5. Develop technical documentation and operational procedures.
6. Work independently with minimal supervision.
7. Lead technical problem resolution activities.
8. Manage competing priorities while maintaining service quality.
Preferred Certifications:
1. Fortinet Certified Professional (FCP) or higher.
2. VMware Certified Professional (VCP)
3. Linux Professional Institute LPIC-1
4. Veeam VMCE
5. Microsoft Azure Administrator
6. AWS Solutions Architect Associate
7. ITIL Foundation
8. Network + - CompTia
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee must frequently lift and/or move up to
25 pounds and occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually quiet.
EMPLOYER'S RIGHT
This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
WorldNet Telecommunications has the right to revise this job description at any time. This job description is not a contract for employment.
