Engineer, Professional Services

Overview Engineer, Professional Services role at IT Solutions. IT Solutions is a fast-growing Managed Service Provider specializing in high-end technology solutions for small and mid-market businesses, with over 25 years of experience. We value CHOPS: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, join a nationally recognized IT organization focused on delivering excellent customer service and compliant, quality project delivery. Job Summary: The Engineer, Professional Services is responsible for assisting the Project team and providing knowledge and expertise for a range of project implementations and extended client engagements. The ideal candidate has strong attention to detail, takes initiative, and can drive results for customer requirements. This role maintains the organization’s standard for customer service and delivers projects with high compliance and quality, including managing the stress of client-down situations and providing excellent customer service. Responsibilities Project Utilization of 70% billable hours per week, including all dispatch and project work directly involved for the client. Travel onsite to client offices as requested to provide services supporting the project team; days not spent traveling may be onsite at the office or in an agreed-upon remote location. Provide superior service to customers and clients. Work closely with the project team to complete the defined project objectives in the project statement of work. Collect and analyze project data to create status reports against established milestones and recommend future actions. Review production, malfunction, and maintenance reports to determine or address issues. Assess project status against the planned schedule, identify problems, and facilitate solutions to ensure on-time completion. Manage and prioritize personal utilization to ensure hours are directed toward productive, billable work. Other related duties as assigned, including dispatch work on client sites and managing service tickets within the project queue, with response within agreed timeframes. Analyze and troubleshoot ticket logs and track problem resolution, performing all levels of routing incident analysis. Act as a first-level technical escalation point to assist associate engineers with troubleshooting and solutions, escalating to senior engineers when necessary. Interact with multiple advanced engineer groups and vendors to escalate issues, provide client updates, and drive incidents to resolution, collaborating across groups as needed. Knowledge, Skills, and Abilities Strong oral and written communication skills Effective time management and multi-tasking abilities Detail-oriented with strong organizational skills Problem-solving mindset and initiative in driving continuous improvement Ability to stay organized in fast-paced environments and self-manage Confident with client-facing activities and ability to follow up on feedback to drive outcomes Microsoft Windows / Active Directory and related services (expert level) Server hardware configuration, including RAID and NIC teaming Experience with Exchange (2010, 2013, 2016, 2019) management, troubleshooting, and migrations Microsoft 365 (Exchange Online, SharePoint, Azure AD & Intune) Hypervisor technologies (VMware ESXi, Microsoft Hyper-V, Citrix XenServer) Network design (firewall, router, switch configurations) WAN configuration (including BGP and MPLS) Terminal Services, Remote Desktop Services, or Citrix XenApp/Desktop Microsoft SQL 2012 and later Wireless network technologies including cloud-managed products Enterprise security products (CrowdStrike, Microsoft Defender, Cylance) Experience 4+ years of experience as an Assistant Project Engineer or Project Engineer 3+ years of work experience as a Network Administrator (installing, configuring, maintaining, and troubleshooting network, data center, and security technologies) Bachelor’s degree in a related discipline or equivalence of professional work Active Directory experience including DNS, DHCP, NTFS, File/Printer Shares, Group Policy Experience in implementation and management of VoIP technology Authentication technology experience (SSO/SAML, MFA, Zero Trust preferred) Certificates, Licenses, Registrations Administrators or expert-level certifications in networking and cloud technologies, including Microsoft 365 and Azure (preferred) Compensation and Benefits ITS offers a full benefits package, including: Rich medical and prescription plans Dental & Vision Paid holidays and flexible paid time off 401K/401K Roth with Safe Harbor matching Stock Appreciation Rights Company-paid life insurance, long-term and short-term disability insurance Company-paid mental health support & financial wellness services FSA for medical and dependent care HSA option with compatible medical plan Company-paid training, materials, and exams Performance-based bonuses Equal Opportunity IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. #J-18808-Ljbffr