Managed Services Linux Engineer | Grand Rapids, MI or Remote

Description US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services — all powered by its expansive, robust fiber network. US Signal also helps customers optimize their IT resources through the provision of managed services and professional services. The Tier 3 Managed Services Linux Engineer provides advanced technical support for escalated IT service issues, serving as a critical escalation point for complex incidents across the organization. This role ensures the stable, efficient delivery of IT services through expert-level troubleshooting, proactive system oversight, and cross-functional collaboration. This is a customer-facing position requiring strong communication skills and the ability to clearly convey technical information to both technical and non-technical audiences.

Key Responsibilities

• Advanced Incident and Service Request Resolution: Resolve complex, escalated incidents and service requests through advanced troubleshooting and root cause analysis. Implement effective tactical and long-term solutions while maintaining clear customer communication on status, timelines, and outcomes.
• Escalation Judgment and Cross-Tier Collaboration: Partner with Tier 1, Tier 2, and Tier 4 support teams to drive issue resolution, exercising sound escalation judgment and providing mentorship and guidance to less senior team members. Ensure thorough documentation and knowledge transfer at each stage of the escalation lifecycle.
• Operational Change and Risk Management: Actively participate in change management activities, including change reviews and pre-implementation assessments. Identify potential risks, validate operational readiness, and support reliable service delivery throughout the change lifecycle.
• System Stability, Health, and Change Execution: Maintain operational stability through scheduled system health checks, routine activities such as patching and service restarts, and event and alert triage in alignment with established standards and operational schedules.
• Root Cause Analysis, Documentation, and Service Improvement: Analyze recurring issues to support problem management efforts, develop and maintain operational documentation and standard procedures, and contribute to continuous service improvement initiatives and customer-facing projects.

Requirements

What you bring to the team:

• 2+ Years Experience with Linux technologies (Linux, Unix, userfilesystem management, security, etc.)
• Experience with automation, scripting, or programming languages.
• Advanced Incident & Service Request Resolution: Resolve complex, escalated incidents and service requests by performing advanced troubleshooting, identifying root causes, and implementing effective tactical and long-term solutions while communicating clearly with customers on status, timelines, and outcomes.
• Escalation Judgment & Cross-Tier Collaboration: Collaborate effectively with Tier 1, Tier 2, and Tier 4 support teams, exercising sound judgment in escalation decisions, providing mentorship and guidance, and ensuring clear documentation and knowledge transfer.
• Operational Change & Risk Management: Participate in change management activities, including change reviews and pre-implementation assessments, identify potential risks, ensure operational readiness, and support reliable service delivery.
• System Stability, Health & Change Execution: Maintain operational stability by performing system health checks, executing routine operational activities such as patching and restarts, and supporting event/alert triage in accordance with established standards and schedules
• Root Cause Analysis, Documentation & Service Improvement: Analyze recurring issues to support problem management, develop and maintain operational documentation and standard procedures, and contribute to continuous service improvement initiatives and customer-facing projects.
• Availability to consult, assist and/or perform after-hours support and participate in on-call rotations.

Competencies:

• Simplify: Problem Solving, Strategic Thinking
• Stay Curious: Learning Agility, Innovation, Open-Mindedness
• Be Kind: Collaboration, Empathy, Interpersonal Skills

Education:

• Bachelor's Degree or 4+ Years Professional Experience

Required License(s)/Certification(s):

• Associate level or higher RedHat certification preferred.
• Ability to achieve CJIS certification within an orientation period of employment.

Working Conditions and Physical Demands: This position may be performed in either a standard office setting or a home office environment. It requires prolonged periods of sitting, frequent use of a computer and other office equipment, and effective time management in a self-directed work environment. Occasional lifting of items up to 25 pounds may be required. All US Signal employees will comply with US Signal Information Security policies to ensure the confiden