Professional Services Engineer I

Job DescriptionACDI is a rapidly growing Professional Services Company that sells and supports dynamic print management, capture, electric vehicle charging, and cost-recovery solutions to streamline office technology and the document lifecycle in a distributor-reseller environment. We have channel distribution and development partnerships with many of the largest copier and printer manufacturers worldwide, including Samsung, Xerox, Sharp, Canon, Ricoh, Konica-Minolta, Toshiba, Lexmark, and others. From hardware payment solutions, proximity card readers, and EV charging stations to digital workflow automation, fleet management, and analytics software, ACDI's extensive portfolio pairs seamlessly with its industry-leading project coordination, installation, marketing, and sales expertise.As we continually seek to develop progressive new solutions for our partners, we look to hire only the best and brightest. Hard work, commitment, and relationships have propelled ACDI to the status of the most respected partner in the dealer channel. If you covet an opportunity to be a part of a company with no limits, then we may be looking for someone like you!Professional Services Engineers @ ACDIACDI's Professional Services Engineers provide industry-leading technical software support services that are focused on inbound technical problems, customer service issues, remote web-based support and internet chat support sessions, installation, configuration, coding/scripting, and third-party application integration. This is where the rubber meets the road. You are the backbone of our professional services team, and our partners depend upon your expertise. You will not only represent ACDI, but your knowledge and understanding of our products and the end-user's needs play an invaluable role in the satisfaction of all parties involved. Simply put, this is one of the most important roles in the ACDI process.Your vision, skills, and ambition will define your place in our professional services department. Lead by example and mentor other staff looking to advance. Your ability to think beyond your limits and prove yourself will be your ticket to advancement.Professional Services Engineer I daily rundownProvide professional post-sales technical support for end-user customers and dealer representativesProvide software installation and configuration through a remote access systemProvide software setup and training for end-usersProvide pre-installation evaluation of custom technologyMonitor, manage, and document all actions and solutions in the issue resolution systemProcess, resolve, and if needed, escalate support issuesAchieve and maintain organizational requirements for ticket quality and time utilizationSupport a variety of application platforms and systemsDocument and utilize solutions through the use of a knowledge base, white papers, training sessions, and other available educational toolsResolve questions regarding solutions, services, and trainingProvide creation/updating of training materials for end users and dealer techniciansEnsure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reportsParticipate in Statements of Work creation, needs analyses, and generate other documentation supporting conceptual workflow manualsDesign and execute a post-sale implementation strategy to ensure client up-time, comprehension, and overall satisfactionTrain key personnel and managers on software, hardware, and supporting workflowWork across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and sharedMaintain a complete understanding of and adhere to all ACDI policies, procedures, and processesMaintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societiesSome after-hours and/or holiday work requiredContribute to team effort by accomplishing related results as neededUtilize various ticketing, Project Management, CRM, etc., systems to document work thoroughlyAbility to understand the requirements of a project, and to efficiently, effectively, and consistently meet those requirementsContribute to team effort by accomplishing related results as neededMaintains a complete understanding of and adheres to all ACDI policies, procedures, and processesMaintain a positive organizational culture while upholding ACDI's mission, vision, and core values Experience & Education RequirementsHigh School diploma, preferred Bachelor's Degree, and a minimum of 2+ years of technical support experience, or an equivalent combination of education and experience requiredDatabase administration, network architecture, and systems administration set you apartA+, Network+, Security+, Linux+, DELL HW, HP HW certifications preferredMicrosoft/ITIL certification or equivalent preferredDocument management experience preferredFiery Certification preferredPaperCut Certified Technician, Certified Trainer, Certified PaperCut MF Professional or any other PaperCut certifications/experience preferredMust have a basic understanding of the following:Microsoft OfficeWorkstation Administration - Windows 10, 11, Mac, Linux AdministrationWindows, Mac, and Linux PrintingUnderstanding of iOS, ChromeOS, and Android devicesRemote Desktop supportOnline Collaboration ToolsServer Administration - Windows Server, including managing Group Policies, Active Directory Users, Groups, and Organizational Units, DNS, and DHCPBasic Networking and Networking Topology, including Windows and BIND DNS (the more, the better)Virtual environments, including VMware, Hyper-V, and Proxmox, as they relate to our productsUsing Batch Scripting and PowerShell to automate labor-intensive processes, including updating Active Directory fields and AD managementSQL, XML, MS, JavaScriptNetwork troubleshooting to include the ability to determine that the required connectivity exists between two endpoint devices (i.e., PaperCut Application Server and an MFPMust obtain all available product certifications within 90 daysFamiliarity with Google and ZoHo applications sets you apartStrong professional communication skills (via phone, email,l and in-person), problem-solving, negotiation skills, technical capacity, project management, and collaborationBe able to effectively communicate technical information with non-technical stakeholders as well as all levels of managementExperience exercising discretion and confidentiality with sensitive company or team informationExcellent organizational skills with an ability to think proactively, anticipate upcoming needs, and prioritize work Our Business Solutions Focus:Print Management (PaperCut MF, PaperCut Hive)Workflow Automation (Scanshare)Business Analytics (Intuitive BI)EV Charging Solutions (ACDI Energy Services)Secure Access (Elatec Card Readers, RF Ideas Card Readers)Fleet Management (KPAXEZ Meter) Physical RequirementsMust be able to stand or sit for prolonged periods of timeMust be able to lift 15 poundsAbility to travel and fly on a commercial airliner if neededMay be required to furnish a passport or other identity documents for international travel Supervisory ResponsibilityThis position has no supervisory responsibilities. Work EnvironmentRemote work may be authorized with upper management approval in this position. If located at Benton Headquarters, expect a bullpen environment with moderate noise levelsThe work environment is fast-paced and extremely positive.Must maintain a business professional, clean, and groomed appearance during client-facing interactions or client visits to our company headquarters.Employees may be required to furnish adequate internet services, mobile services, and devices necessary to receive business communications on a continual basis Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.