Senior/Lead Managed Endpoint Services Engineer
Hours: 08:45–17:30, Monday to Friday (40hrs) – hybrid
Role summary
The Senior Managed Services Engineer is a hands-on technical leadership role responsible for the architecture, automation, security and continuous improvement of ourManaged Service offerings. Acting as a senior escalation point and service improvement lead, this role will help standardise how customers are onboarded, monitored, secured, patched, backed up and improved at scale.
- Purpose: own and improve the technical standards, automation and operational maturity of Probrand’s managed services.
- Key focus areas: RMM architecture, endpoint automation, patch compliance, monitoring quality, SonicWall network security, endpoint protection, email security, backup resilience and disaster recovery readiness.
- Working style: hands‑on, analytical and collaborative, working across Managed Services, Technical, Projects, Support and Sales teams.
- Ideal background: senior infrastructure, systems, endpoint or MSP engineering experience, with strong practical knowledge of automation, scripting, RMM tooling, network security and operational improvement.
This role will take ownership of how core managed service platforms are designed, configured and improved, including NinjaOne, SonicWall security services, endpoint protection, email security and Acronis backup services. Working closely with the Managed Services Manager and wider technical teams, you will turn operational challenges into repeatable standards, automation and measurable service improvements.
This is a high-visibility role for someone who enjoys solving problems, improving how teams work and delivering measurable operational impact, with real scope to shape how Managed Services runs.
What you’ll be doing
- Define, standardise and enforce technical best practices across core managed service platforms, including NinjaOne, SonicWall, Acronis and related monitoring, security and endpoint management tools.
- Own the architecture, policy design, scripting standards, alerting thresholds and custom monitoring approach within NinjaOne or equivalent RMM tooling.
- Build, maintain and review automation workflows using PowerShell, command scripts, APIs and platform-native automation to reduce manual effort and support proactive remediation.
- Act as a senior escalation point for complex endpoint, infrastructure, firewall, VPN, monitoring, patching, backup and security-related issues across managed customer environments.
- Lead technical improvement activity across patch compliance, monitoring coverage, onboarding quality, backup verification and service health reporting.
- Support pre-sales, proof-of-concept and service design conversations where senior technical input is needed, helping shape reliable, supportable and commercially sensible services.
Essential Requirements
- Recent experience in a genuine MSP / managed services environment, supporting multiple external customers.
- Experience working across a sizeable managed estate.
- Senior technical escalation experience across Windows Server, Microsoft 365, Entra ID / Active Directory, networking, firewalls, VPNs, endpoint management, monitoring and patching.
- Practical use of RMM and PSA platforms for incident management, monitoring, patching, scripting, reporting and service improvement.
- Strong understanding of managed patching, including failed updates, missing reboots, third‑party patching, vulnerability remediation and customer exception reporting.
- Scripting experience, ideally PowerShell, with examples of automating repeat tasks, deployments or remediation activities.
- Evidence of improving service delivery across multiple customer environments.
- Structured troubleshooting ability across patching, software deployment, firewall/VPN, email security and delivery.
- Strong customer communication skills.
Desirable technologies and experience
You will use these platforms to improve monitoring, automation, reporting, troubleshooting and day‑to‑day service delivery across multiple customer environments:
- HaloPSA, APIs and platform integrations.
- Microsoft Intune, Microsoft Defender and other endpoint security tools.
- Bitdefender and other endpoint MDR / EDR platforms.
- SonicWall NSM, Cloud Secure Edge, PRTG and similar monitoring platforms.
- Acronis, Veeam and other backup and disaster recovery platforms, plus Ruckus, SmartZone, Ubiquiti and other managed wireless platforms.
- Tenable / Nessus and similar tooling used to interpret findings, evidence remediation activity and improve customer reporting.
Who this role is / isn’t for
It is unlikely to be suitable for candidates whose experience is primarily:
- Single‑site internal IT support.
- Service desk management without recent hands‑on technical escalation work.
- MSP environments with limited customer or technology breadth.
- General IT support without RMM scripting, automation or service‑improvement experience.
- Backgrounds with no hands‑on exposure to at least two of our core platforms (NinjaOne, Auvik, SonicWall, Bitdefender/SentinelOne, Mimecast, Acronis, Ruckus/SmartZone) — even with strong general MSP experience.
Skills and attributes
- Technically curious and comfortable investigating complex issues
- Confident dealing with customers and internal stakeholders
- Able to explain technical problems clearly
- Focused on prevention, not just resolution
- Strong on documentation and knowledge sharing
- Practical, commercially aware and service‑focused
Benefits
- 31 days’ holiday including bank holidays
- Option to buy and sell annual leave
- Life Insurance
- Private Medical Insurance
- Tailored benefits platform – including discounts on retail, travel, gym and leisure
- YuLife wellbeing app with 24/7 access to a virtual GP service, free will writing service and second medical opinion scheme
- Employee Assistance Programme – 24/7 health, financial and wellbeing support
- Cycle to work and Electric car schemes
- Paid Volunteer Leave
- City centre office – including free access to gym, shower facilities and secure bike storage
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Senior/Lead Managed Endpoint Services Engineer in Birmingham employer: Probrand
Probrand is an excellent employer that fosters a dynamic work culture in Birmingham, where innovation and collaboration thrive. Employees benefit from clear career progression opportunities into Business Development or Specialist Service Sales, alongside a supportive environment that values personal growth and professional development. With a focus on teamwork and success, Probrand offers a rewarding experience for those looking to make a meaningful impact in the IT Managed Services sector.
