Job Description
“Customer Inspired” isn’t our slogan — it’s our driving force, and team members live it. We aim to engage the exceptional and embrace operational excellence to best deliver connectivity and technology solutions that advance our communities and customers’ lives. It’s a challenging goal, but we have a winning team that is looking to grow.
As the Applications Engineer-Team Lead, you are the senior technical authority and working leader for the applications and cloud function within our Business Managed Services. You set daily direction for the applications team, serve as the highest escalation point across a multi-tenant, multi-site MSP environment, and partner with the Networking Engineer, Team Lead to deliver one consistent customer experience.
What You Will Do
In all of your duties, you will have a relentless, obsessive, yet disciplined approach to manage all details to perfection and deliver desired results.
•Set daily direction, priorities, and queue health against SLA in ServiceNow.
•Serve as final escalation for application, identity, and cloud issues.
•Mentor the team; contribute to hiring, onboarding, and performance feedback.
•Design and troubleshoot Azure infrastructure — IaaS workloads, networking, storage, and cost.
•Own the Azure Virtual Desktop lifecycle — images, host pools, autoscaling, and FSLogix — through Nerdio Manager for MSP.
•Administer Entra ID: conditional access, hybrid identity, and Zero Trust.
•Veeam backup, replication, and DR, including restore validation.
•Define and maintain technical standards, runbooks, and knowledge base content.
•Participate in Change Advisory Board and enforce change management discipline.
•Lead customer escalations and root cause analysis; report weekly and monthly.
•Analyze case trends to improve service quality and customer satisfaction.
•Lead technical meetings, training, and continuous improvement discussions.
•Partner with the Networking Engineer, Team Lead on shared standards.
•Participate in the on-call rotation and travel to customer sites as required.
This role tops the applications technical ladder and is a direct path into management, architecture, or senior engineering.
What You Will Bring
As a team member you will bring a relentless obsession to be the best in our industry, a single-minded commitment to unbeatable customer experience, and an uncompromising drive toward continuous improvement.
In addition to that, we require:
•5+ years supporting or engineering enterprise infrastructure and applications.
•Experience in an MSP or multi-tenant, multi-site customer environment.
•Demonstrated ability to lead, mentor, and direct technical staff.
•Hands-on expertise with Azure, Azure Virtual Desktop, and Entra ID.
•Working knowledge of Windows Server, Active Directory, Group Policy, and DNS.
•Experience with backup and disaster recovery, endpoint protection, and RMM.
•Strong customer focus and clear communication with non-technical audiences.
•Proven ability to prioritize across customers and meet KPIs and SLAs.
•Willingness and ability to travel 5%–10% of the time.
We will give special consideration to candidates who have:
•Microsoft certifications such as AZ-104, AZ-140, AZ-800/801, or SC-300.
•Hands-on experience with Nerdio Manager for MSP.
•Veeam Backup & Replication and Veeam Backup for Microsoft 365.
•Administration of SentinelOne, Arctic Wolf, SaaS Alerts, and Duo.
•Administration of Datto RMM or a comparable RMM platform.
•ServiceNow or a comparable enterprise ticketing platform.
•PowerShell scripting and Infrastructure as Code experience.
•ITIL Foundation, or prior team lead or escalation ownership. |
Qualifications
What You Will Bring
As a team member you will bring a relentless obsession to be the best in our industry, a single-minded commitment to unbeatable customer experience, and an uncompromising drive toward continuous improvement.
In addition to that, we require:
•5+ years supporting or engineering enterprise infrastructure and applications.
•Experience in an MSP or multi-tenant, multi-site customer environment.
•Demonstrated ability to lead, mentor, and direct technical staff.
•Hands-on expertise with Azure, Azure Virtual Desktop, and Entra ID.
•Working knowledge of Windows Server, Active Directory, Group Policy, and DNS.
•Experience with backup and disaster recovery, endpoint protection, and RMM.
•Strong customer focus and clear communication with non-technical audiences.
•Proven ability to prioritize across customers and meet KPIs and SLAs.
•Willingness and ability to travel 5%–10% of the time.
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Experience & Knowledge
We will give special consideration to candidates who have:
•Microsoft certifications such as AZ-104, AZ-140, AZ-800/801, or SC-300.
•Hands-on experience with Nerdio Manager for MSP.
•Veeam Backup & Replication and Veeam Backup for Microsoft 365.
•Administration of SentinelOne, Arctic Wolf, SaaS Alerts, and Duo.
•Administration of Datto RMM or a comparable RMM platform.
•ServiceNow or a comparable enterprise ticketing platform.
•PowerShell scripting and Infrastructure as Code experience.
•ITIL Foundation, or prior team lead or escalation ownership.
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Gardendale, AL | 35071
205.202.5692
