Automation & RMM Engineer (Level 2/3)
Department: NOC
Location: Syracuse, NY (Hybrid/Remote options)
Reports to: NOC Leadership
Type: Full‑time, Exempt
About Us
ACC Technical Services is a growing MSP delivering premium IT services using modern service management, automation toolsets, and a skilled engineering team. Our style emphasizes clear outcomes, measurable service quality, and client trust.
Role Summary
We’re hiring an Automation & RMM Engineer. You will build and maintain proactive monitoring, remediation, and workflow automation across our RMM/PSA stack, integrate with third‑party APIs, and deliver operational analytics in Power BI. Expect hands‑on scripting (PowerShell/Python/SQL), configuration‑as‑code (YAML/JSON/Jinja), and Rewst workflow development aligned to NOC objectives and MSP delivery standards.
Key Responsibilities
- RMM Monitoring & Scripts: Design, implement, and maintain monitors, policies, and remediation scripts in our RMM platform. To ensure alert fidelity, auto‑ticketing, and SLA adherence. Experience with ConnectWise Automate or NinjaOne or Datto RMM or N‑able required
- Workflow Automation (Rewst): Build and iterate Rewst workflows using YAML/JSON/Jinja; integrate with PSA/RMM and external systems via REST/Graph APIs; enforce input validation, error handling, and idempotent operations
- Scripting & Data Ops: Author maintainable PowerShell/Python utilities and SQL queries for configuration, ETL, reporting, and bulk operations; package and version scripts; document runbooks and rollback plans.
- Backup/DR Monitoring: Operate to checklist standards for backups—implement alerts and auto‑ticketing for failures/warnings and long‑running jobs; collaborate with service owners for remediation
- API Integrations: Connect RMM/PSA and security tools with vendor APIs (Microsoft Graph, SentinelOne, etc.); design secure auth, paging, rate‑limit strategies; produce repeatable connectors.
- Operational Analytics: Build Power BI dashboards and data models to visualize service performance (uptime, SLAs, ticket flow, automation impact/ROI) for NOC leadership and client‑facing reporting.
- Service Delivery & NOC Cadence: Contribute to NOC boards, stand‑ups, and weekly ops reviews; track KPIs; drive process improvements in accordance with our NOC Manager charter.
- Documentation & Standards: Produce clear SOPs/runbooks; follow internal style from existing role descriptions and operations playbooks.
Required Skills & Experience
- Scripting: Proficiency in PowerShell or Python; working SQL (T‑SQL or PostgreSQL) for queries, views, and basic ETL.
- IaC / Templates: YAML, JSON, and Jinja for workflow definitions, payloads, and templating.
- RMM Expertise: Monitor/policy design and remediation scripting in any top RMM (Automate, NinjaOne, Datto RMM, N‑able).
- API Integrations: RESTful API experience (auth flows, pagination, webhooks); familiarity with Microsoft Graph is a plus.
- Rewst: Hands‑on experience building production workflows; debugging, logging, and versioning within Rewst.
- Power BI: Data modeling, DAX, and publishing secure reports/dashboards for operations and client stakeholders.
- MSP Foundations: Ticketing/PSA practices, SLAs, change control, and documentation consistent with our internal job description style.
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Preferred / Nice to Have
- Background in IT Services/MSP environments with NOC exposure
- Experience with ConnectWise Manage/Automate, Rewst, Cisco Umbrella, Duo SentinelOne, and backup platforms (Veeam/Datto/Slide)
- Familiarity with M365/Azure administration, Microsoft Graph permissions, and service health telemetry
- Unit testing for scripts/workflows; CI/CD for automation artifacts; secure secrets handling.
Outcomes & Measures of Success
- Increased auto‑remediation coverage with measurable reduction in ticket volume/MTTR.
- High signal‑to‑noise alerting and clean runbooks aligned to NOC policies and SLAs.
- Useful, trusted Power BI dashboards for leadership and client reports.
- Documented workflows and scripts that are versioned, peer‑reviewed, and reusable.
Working Style & Culture
We value clear communication, proactive problem solving, and documentation discipline—hallmarks of our existing role descriptions and service leadership materials.
Compensation & Benefits
Competitive salary based on experience; benefits per company policy. Location flexibility: Syracuse HQ (hybrid) with remote options per role.
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Work Location: Remote
