Job opening

Managed Services Engineer - Nashua, NH, USA

The Managed Services Engineer is part of Episerver’s Global Technical Assistance Center (GTAC) providing high service availability and responsive service desk support to Episerver’s hosted and cloud customers. This may include fulfilling service requests, resolving incidents, or provisioning and customer onboarding activities. The position requires the right blend of technical depth, breadth, experience and process awareness to handle the day-to-day responsibilities of these offerings. 

The Role

  • Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
  • Learn fundamental operations of commonly used software, hardware, and other equipment.
  • Follow standard departmental operating procedures; including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.
  • Lead and facilitate conference calls and online sessions with customers and partners where required to more efficiently resolve and complete service tickets.
  • Effectively prioritize and manage individual service ticket queues
  • Individually contribute to the team’s meeting or exceeding service KPIs.
  • Participate in regularly scheduled handover and triage meetings.
  • Complete assigned training and adhere to compliance requirements.
  • Embrace and promote continuous improvement efforts while providing feedback and input.
  • Flexibility to work any shift including weekends and to be on call outside of standard business hours

Essential Requirements

Minimum 3+ years operational experience in one or more of the following skills or environments:

  • Fast paced, high transaction NOC, Data Center or Managed Hosting environment
  • Microsoft Azure Services
  • Supporting web based applications
  • Systems Administration experience with Windows Server, SQL Server and/or IIS
  • Virtualization Software and Services
  • Application and Data Security
  • Amazon Web Services (AWS)
  • CDN services
  • ITIL foundation training and certification preferred.

Educational Requirements:

  • Bachelor’s degree in Computer Science, IT or Telecommunication, or equivalent working experience.

Desirable Characteristics

  • Must possess a sense of urgency and passion for customer service.
  • Strong written and verbal communications skills.
  • Superb troubleshooting and analytical skills.
  • Must demonstrate the ability to address problems quickly.
  • Ability to work independently with minimal supervision while focused on delivering results set forth by management.
  • Excellent organizational skills.
  • Ability to handle and prioritize multiple tasks while maintaining attention to detail.
  • Flexibility to occasionally work outside normal business hours including weekends.

Apply Here

  1. Please send your resume to: [email protected]
  2. Please include Req#: MS-19-101

About Episerver

Episerver connects digital commerce and digital marketing to help organizations create unique digital experiences for their customers, with measurable business results. The Episerver Digital Experience Cloud™ combines content, commerce, multi-channel marketing, and predictive analytics in a single platform to work full-circle for businesses online – from intelligent real-time personalization and lead-generation through to conversion and repeat business – with unprecedented ease-of-use.

Sitting at the center of the digital experience ecosystem, Episerver empowers digital leaders to embrace disruptive, transformational strategies to deliver standout experiences for their customers – everywhere they engage.

Founded in 1994, Episerver has offices in Australia, Denmark, Finland, The Netherlands, Norway, Singapore, South Africa, Spain, Sweden, UAE, UK and the USA.

If you are interested in a pivotal role within a company that is charting new territory in a market undergoing phenomenal growth, then Episerver is the place for you!

You will have the opportunity to work with some fantastic brands; industry thought leaders; and those shaping the digital experience landscape, while enjoying a flexible, collaborative and a stimulating work environment that will keep you engaged.